Customer Services And Relations Agent

The Involvement in Airline Operations, Customer Services, Office Administration and Communication follow up and Updates. Integrated with Service updated, Reports and Standard Documentation.

Working Experience
May 04, 2005 – Till Date : Reservations Agent Gulf Air
Call centre duties

-Assisting in reducing the volume of Calls in a daily shift period
-Greeting callers and giving a brief intro of the Unit and services
-Guiding the calls and directing them to the suitable internal or
network wide section
-Promoting sales updates and previous offers still running
-Explaining the service advantages and benefits as per product type.
-Creating a standard travel itinerary with the variation of extra
requests or desires
-Handling common and unusual irregularities before the calls leads to
complaints
-Voluntarily keeping the complaint within a satisfiable range by investigating
and following-up certain service drawbacks or discrepancies.

August 94 – Jan 2001 : Passenger Customer Services Gulf Air

Office day to day tasks
-Day to Day communication follow-up – Telephone, Telex, Fax, emails, etc.
-Prompt communication feedback to queries and complaints.
-Discussing service discrepancies
-Auditing the service quality and efficiency
-Preparing monthly statements
-Receiving Company Mail and segregating them
-Conducting induction for the new comers to the aviation industry

Flight operational Tasks

-Assigning duty tasks as per staff duty location prior and post flight movements.
-Compiling flight info sheets, documents, reports.
-Exchanging briefing s with the Engineering crew, Air Traffic Controllers and Ground handling services.
-Arranging meal uplifts and supervising catering protocols.
-Declaring passenger disembarkation and embarkation clearance.
-Attending passengers with special needs, medical cases and commercially important.
-Liaising flight journey history, trip discrepancies and overall service issues Cabin senior flight deck crew.
-Verifying whether cleaning process is dully carried out and related service standards are fulfilled.
- Finalizing the ultimate traffic load and conveying the figures to cabin crew along with supplying the necessary flight documents.
-Gathering all flight revenue documents, inbound manifest, miscellaneous sheets and filling them as per priority and department.
-Arranging the necessary hotel accommodation and transport, for operational crew and stranded passengers.

Other Qualification

Knowledge in using Computer: Packages of Microsoft windows, Word, Excel, and Access.


Interest & Hobbies Reading and Sports

Gulf Air Certifications-2004
-Sales Techniques
-Customer Awareness
-Saber Software Reservations
-Saber Software Pricing
Gulf Air Certifications-1999
-Customer Awareness
-Load Control Awareness
-Passport/Visa Fraud Detection
Gulf Air Certifications-1998
-Procedure Implementation
-Automated World Tracer
-Dangerous Good Awareness
-Ramp Handling
Gulf Air Certifications-1997
-Customer Service Quality
Gulf Air Certifications-1996
-Basic Cargo Handling
-Dangerous Goods Acceptance
Gulf Air Certifications-1995
-Passenger Service 1