SR. customer service agent
qatar airways
Total years of experience :13 years, 10 Months
Customer service issues and tele-sales
Coaching sessions for new staff before sign off and starting job role.
Training sessions for new staff through customer service basics presentations.
Call monitoring to achieve a quality call that delivers an experience that satisfies the customer.
Handle all Queues flow for all QR flights.
Processing Medical Cases and coordinate with QR Medical Centre
Coordinate with OCC for any Flight disruption and delays.
Assist and brief all Reservation staff about latest CAA notifications
All Ticketing and Reservation issues.
Coaching sessions for staff to prepare them for joining the customer service team and start their job through :
- customer service basics, telephone behavior, email etiquette presentations.
-quality call monitoring through sessions to note strength and weakness points .
--solid fixed plans for staff performance improvement to support and assist them . ( teach staff how to work on a - pdp - personal development plan )
-daily coaching reports for customer services management about staff performance, improved skills and things to work on .
- final evaluation
