Customer relations associate
Lufthansa
Total years of experience :5 years, 8 Months
Monitoring customer feedback, identifying service weaknesses to develop actionable solutions.
Liaising with customers and management on a plethora of complex complaints to ensure customer satisfaction whilst also safeguarding the business.
Performing a high level of data management and research to ensure cases are appropriately resolved within a timely manner.
Handled guest queries through out different channels: Chat, email and phone calls in both German and English.
Maintained listening, responding and mediating between international guests to resolve easy to complex issues via the phone. Cancellations, requests and travel advice.
Navigated different online IT tools and browsers providing accurate information and following set processes.
Supported my teammates and colleagues with peer to peer learning and constructive feedback encouraging a positive working environment.
Ensured regular involvement with company events, team meetings and projects.
Most importantly, always ensured a high level of customer service that’ll make anyone smile.
Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
I was selected for a six month management program which provided me experience in monitoring junior employees, providing feedback to management and ensuring adherence to the company policies and procedures.
Provided a high level of customer service on a wide variety of customer queries, complaints and enquiries.
I have consistently exceeded my monthly KPI's.
Experience in sales where I consistently achieved my targets in upselling.
I'm a bachelor degree student.
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