Client relation officer
HOLIDAY FACTORY PACKAGE TOURS
Total years of experience :10 years, 0 Months
• Leading and inspire team members to offer outstanding services to customers at all type of calls: complains during trip, No show travelers, cancellation, flight changes & visa rejection …etc. • MOTIVATE team to achieve workload targets and ensures the team is meeting and exceeding these targets from quality and quantity perspective. • ENCOURAGE the team to take ownership in resolving customers’ trip issues and to identify ways to personalize the experience of every customer, whenever possible. • REPORTING after acting as the first line of escalation for complaint and report refunds/compensation to call center director & Finance team. • OVERSEE team’s attendance and daily performance. • PLAN and organize team monthly schedule. • Daily and weekly coaching about any new promotion, destinations, visa rules, general instruction. • Review all daily/weekly/monthly agents’ reports and taking required corrective actions. • Calls monitoring, quality assurance, scripting and complaints’ handling & problems’ resolution. • Control agents’ attendance, breaks, not ready and log-out times, no- shows and overall log-in times. • Provide training sessions for new agents in *(customer care & sales technique).
Achievements:
• Started from DAY ONE with Holiday Factory since they started Jun, 2014 as Sales and customer care agent and grow step by step. • Built a long great relationship with our travelers to maintain their loyalty. • Built great relationship with suppliers, team, marketing to enjoy and create good environment. • Be part of company growth/ and improving services with creative new idea throw the years. • Ocular visits to the partner resorts in the Maldives and Istanbul, based on the company’s product quality assurance program. • Handling gathering, events for the team.
Open cases through the (CRM system).
Updating the Customer details.
Explaining procedures to the customers.
Following up with the lab and repair line, to update the customers and ensuring delivery of their units within proposed timeframe.
Prepare all daily and weekly reports required by Management (Sales, Refund, Petty cash, Stock product, attendance, stand by units& adapters, cases list, repair line invoices and exception team invoices).
Preparing all the inquiries: (Stationery, Toners for the staff’s printer, staff’s requirement etc).
Organizing incoming mail as requested.
Creating Quotations required by Repair Specialist.
Creating Invoices required by Management.
Referred problems or complaints to exception team.
Follow up with the exception team for the pending cases.
Managing meeting & training schedule.
Handling Cash, credit slips and creating daily sales reports.
Maintaining a warm, professional relation with customers.
Knowledge in the laws of the pension and social security and finish all Transactions for new employees and employees who are ending their services.
Responsible for preparing all the paper for Car loans, reporting accidents of drivers of the corporation.
Preparation of official correspondence.
Follow- up procedures of Retirement staffs and sending letters before three months from of retirement.
Attend meetings with the Pension Authority.
Translation of Job Titles, and the preparation of ID cards for new staffs.
Preparation procedures for the end of services, such as an acceptance of resignation, experience certificate, update the system and follow-up for station clearance and sent to the Finance Section.
Prepare ID cards; make all entries for new joiner through the system.
Cooperate with departments/individuals to use HR4me in order to reduce manual transactions.
Coordinated with Regions/Departments to ensure smooth flow of staff requests and documentation to Central HR Department.
Respond to all inquiries Line Assistant (Help Desk) and directing the staff to end their transactions.
Updating different information in the system.
Ensured a customer friendly and efficient HR Front Office.
Supported on-line HR (HR4me) requirements and coordinated with the HRMS assigned responsibilities.
Receiving all locals and International calls.
Experience with customer services.
Solving complains and problem.
Calm and convincing nature is my strengths towards upset clients.
Work calmly under Pressure.
Excellent skills in searching appropriate work team for clients.
Organizing the celebrations, trips, events and Cultural activities.
Preparation of official correspondence.
Preparation for conference for the Journalist.
Managing travel and meeting schedule.
Registering new student joining.
Teaching: Typing, Secretary and Macromedia flash courses.
File correspondence.
Call transfer.
Organizing scheduling courses.
Follow up with the students till the deadline of the courses.
Preparation Courses Certificate.
