بهنوش lotfi

Customer Service Agent at Emirates Group

• United Arab Emirates
• My current job since January 2012

Providing a consistent quality service to the customers & all passengers at any designated area.
Ensure all equipment used at the designated work location is in good working order and report any maintenance requirements to the senior management on duty.
Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken.
Ensure that the handling requirements of the various categories of passengers (e.g. unaccompanied
minors, young passengers, wheelchair, elderly and passengers with special needs etc...) have been met
and that special services and facilities are provided to meet any special services requirements by the
customers.
Ensure that all the requests and completion remarks are updated accurately in DMIS and that all charge
notes are generated and authorized for billing. Generate a list of pending requests from DMIS to analyze
advance work load profile.
Allocate manpower (attendants, buggy operators etc) as per the various obtained requests (wheelchair
assistance, lounges) thus ensuring timely boarding of the passengers and planning of sufficient manpower at all times to cover the service needs.

• to

Ensure effective communication with the passengers and the senior management and update if any flight
or service delays is anticipated.
Attend to passengers and raise reports for mishandled baggage or property irregularity, update systems
regularly and respond to passengers queries.
Ensure that left behind baggage or baggage received for transfer are dispatched to the stations
concerned as per the airlines and security procedures.
Ensure that delivery of claimed baggage is done against proper documents and as per the airline
contracts.
Ensure allocated flights are opened/closed and edited as per the defined configuration and the airline
specific requirements.

2006 - 2012 Parking Officer Road Transportation Authority Dubai ( RTA )

Inspecting all Parking Fine gadgets for daily use.
Allocate the parking controlling area
Monitor the parking payment machines in the controlling area
Manage and report problem existing in the area
Record the fines available
Provide daily report of the work achieved