Customer Sales And Service Agent
Emirates Airlines
Total des années d'expérience :3 years, 2 Mois
Managing Cargo queries on voice and non-voice platform on SkyChain Application.
· Decide on shipping methods, routes rebooking, cancelling Cargo requests, HAWB
· Handling calls from renowned agents, freight forwarding companies and direct customers
globally regarding fuel surcharges, customs, export and import charges and procedures
· Quoting sale price and fuel for cargo handling, Assist with the tracking of lost or missing
shipments including DG, Temperature control, Human Remains, Pet, General Cargo, VIP,
Priority, AOG - Aircraft Parts shipments
· Advising customers on cargo payments and customs clearance procedures, Airway bills
· Handling global embargo queries and loading details for freighters and trucks
· Reporting shipping delays or problems to superiors and taking action to ensure that
shipments are delivered on time
· Record cargo information such as size, weight, and dimensions of cargo and pallets
· Maintaining detailed records of claims for courier and budget planning for emirates delivers
products and pricing accordingly
· Keeping upto date on information shared with Capcon for space confirmation and review
requests for new allocation of cargo as per tariff rate and fuel
Job Description: Role 1- Senior Customer Service Agent
· Managing reservations and Flight ticket bookings for Etihad Airways in the highest
quality possible
· Assisted customers with ticket purchases and trip planning and creating itineraries budget
friendly Packages and tour options
· Handling in-flight and on-board services, Handling Etihad guests, exclusive members and
their travel miles, upgrades and voucher concerns, addressed customer queries via email,
calls, providing prompt response and follow up
· Payment collection and revenue management in a secure manner. Managing open tickets
and re-booking, refund of tickets and complaints
· Handling Meal, baggage, check -in related concerns, Sending emails and reporting issues
to the respected Supervisors in case of high assistance/ supervisor calls.
· Handling Medical Aid assistance queries such as assigning of wheelchair, stretcher etc.
Delivered outstanding service by interacting with customers, answering customer queries
Role 2 - Global service support Agent:
· Handling contacts center agent queries on calls, online, emails and on floor globally
· Being the first point of contact to solve issues or concerns related to Etihad customers
· Handling Pet travel and medical assistance queries and approving it from the concerned
department
· Investigating calls and approving payment transactions
· Managing social media complaints and queries through various online platforms received
from the customers
· Managing a group of people online and advising solutions to questions related to flight
selling and reservation management
Job Description:
· Managing reservations and Flight ticket bookings for Etihad Airways customers.
· Receiving large number of outbound calls and service queries.
· Handling in-flight and onboard facility queries received.
· Booking of Hotel accommodations and providing Compensation vouchers to the
customers in case of any emergency requirements. Managing and handling Open tickets,
Refunds and Rebooking with Itinerary planning
· Hands on experience using Sabre GDS while making reservations. Handling Meal
queries and Baggage queries received.
· Following up on new ticket bookings and sales leads.
· Sending emails and reporting issues to the respected Supervisors in case of high
assistance/ sup calls.
· Handling Etihad Guest queries regarding their Bronze, Silver, Gold and Platinum
membership.
· Handling Medical Aid assistance queries such as assigning wheelchairs, stretchers etc.
· Enhancing revenue and providing upgraded fares options to Etihad customers