Performance & Guest Feedback
Royal Jordanian Airlines
مجموع سنوات الخبرة :14 years, 1 أشهر
Identify the categories of service quality attributes and touch points which influence customer satisfaction.
Set standards and customer service measures for existing and any new services within RJ
Design and develop strategic customer feedback tools/surveys.
Collect, classify and analyze data received from on board distributed questionnaires and Electronic survey.
Evaluate the level of performance of RJ services provided to their customers, and specify strength and weakness points.
Provide higher management and all concerned departments with the prepared reports on the standard of service, types of customers and analyze changes in passenger opinions.
Provide and ensure a high level of customer service to the airline's passengers, by developing and maintaining a strong relationship with customers' front line personnel in the various operating divisions and subsidiaries, including greeting passengers, answering questions, handling problems and complaints as well directing passengers to appropriate Departments, such as, baggage claim, reservation.
Ensuring that staff is motivated monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed, Producing accurate reports on team performance for senior managers.
Handled customer inquiries, complaints, billing questions and payment extension/service requests.
Software Engineering
General Certificate of Secondary Educating (Tawjihi)
