Customer Services Ticketing and Reservations Agent
Qatar Airways
Total years of experience :18 years, 4 Months
As a Customer Service Agent I provide service excellence to Qatar Airways customers through telephone and email optimizing passenger satisfaction. My main duties is making new reservations; changes to existing reservations; quoting the correct fares, rules of carriage; issuance / re-issuance of tickets; and processing any refunds.
To handle a high volume of inbound customer calls with high quality standards assisting customers with all available tools resolving billing inquiries, explain products and services, trouble shoot service equipment issues in order to achieve highest level of customer satisfaction, attract new customers and retain existing ones.
• Loan in the Premium back office as a Premium Complaint Senior Agent during October 2011 till February 2012.
• Loan as a Premium Team Leader for Ramadan 2012 seasonality Premium support agents during July 2012 till August 2012.
• Answer incoming calls from customers to answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
• Interact by phone with outside parties to solicit leads for financial products or services, make appointments, collect information or conduct follow-up.
• Answer Inbound calls according to procedures, guidelines and standards
• Manage and resolve customer complaints
• Provide customers with product and service information
• Follow up customer calls where necessary
• Identify and escalate priority issues
• Describe products and services
• Identify and overcome objections
• Obtain customer information
• Maintain customer/potential customer data bases
• Complete records of telephonic interactions, update information on system
• Preparing for the morning briefing reports and information replacing the Reservations Manager regarding any questions (Rate, upgrade, title…. etc) for the arrivals &/or VIPs.
• Reviewing the Control Panel for any definite pending rooms held on blocks.
• Checking the Unknown Nationalities In-House guests for guests profiles update.
• To assign the daily production plan within the department on the team, finishing the pending cases &/or tasks.
• Obtaining the competitors figures watching the business flow in the market.
• Updating the daily revenue report with last night market codes figures.
• Updating the department information board with business figures.
• Tracking the department production daily checking each agent check list.
• Checking each and every booking made on the system making sure that all data and information is recorded correctly and clear.
• Reviewing daily the Cancellations & No Shows.
• Checking the department traces report on daily basis.
• Concluding and summarizing terms, conditions and rates for signed contracts with partners or published for local and different foreigner markets through sales office creating and updating the rate information and allotments on the system.
• Reviewing the groups situation (Status, rate, rooming list, arrival time ….etc).
• Listen to the reservations agents on the phone and jump in with any conflicts if needed.
• Familiar with all room rates, types and description, availability (with controlling situation by following up on the selling situations for all travel agents periodically and issuing stop sales if necessary and approved), daily events, promotions and outlets opening hours.
• Implementations of the monthly department training plan (HR & Learning Coach).
• Monitor the high occupancy days and dates on opera and update the yield on opera.
• Standards testing on daily basis with the agents and database.
• Monitoring the waiting calls and the ACD - Telephone Statistics.
• Daily departmental hand over minutes and/or briefing.
• Insure that all duties are fulfilled according to the policy.
• Plan the coverage during the break times.
• Revising the Groups GRC with sales to prepare for groups meeting.
• Preparing the Pace report on weekly basis.
• Preparing the 15 or 30 days forecast for the operations meeting on weekly basis.
• Print the duplicate profile report to arrange the profiles merge plan.
• Preparing employees calendars monthly on hotel system and manually.
• Check rates on the web site reflecting the same on Opera randomly.
•Handling reservation enquiries received either by phone, facsimile, e-mails and mail. Dealing directly with the guests, travel agents, tour operators, center reservation system (+) sales office and internet companies to accommodate each reservation request, confirming and reconfirming bookings.
•Preparing and filling reservation slips according to established procedures ensuring that all pertinent information has been recorded, periodically inspect correspondences to ensure that additional details, changes and special requests for guests have been noted.
•Preparing reservation rack and correspondence file for the following day, cross checks correspondence with rack and preparing the arrival list for the following day making daily listing for number of guests arriving each on his time and flight number for the information of the front desk and the airport representative.
•Update correspondence based on subsequent notices like revision, cancellations and following up on vouchers making sure that the rack files reflects the details in the correspondence. Checking negotiable vouchers with travel agent, voucher index file to ascertain cash or credit manner of payment; submitting approved vouchers to the Front Desk.
•Keeping a record of reservations made by each travel agent to determine his monthly and yearly sales projection materialization report.
•Concluding and summarizing terms, conditions and rates for signed contracts with partners or published for local and different foreigner markets through sales office and updating the rate information on the system.
•Familiar with all room rates and types, availability (with controlling situation by following up on the selling situation for all travel agents periodically and issuing stop sales if necessary and approved), daily events, promotions and outlets opening hours.
•Taking over and handling all the department duties attending inquires, complaints and requests, referring problems to the Associate Director of Sales.
•Insure that all duties are fulfilled according to the policy.
•Handling reservation enquiries received either by phone, facsimile, e-mails and mail. Dealing directly with the guests, travel agents, tour operators, center reservation system (+) sales office and internet companies to accommodate each reservation request, confirming and reconfirming bookings.
•Preparing and filling reservation slips according to established procedures ensuring that all pertinent information has been recorded, periodically inspect correspondences to ensure that additional details, changes and special requests for guests have been noted.
•Preparing reservation rack and correspondence file for the following day, cross checks correspondence with rack and preparing the arrival list for the following day making daily listing for number of guests arriving each on his time and flight number for the information of the front desk and the airport representative.
•Update correspondence based on subsequent notices like revision, cancellations and following up on vouchers making sure that the rack files reflects the details in the correspondence. Checking negotiable vouchers with travel agent, voucher index file to ascertain cash or credit manner of payment; submitting approved vouchers to the Front Desk.
•Keeping a record of reservations made by each travel agent to determine his monthly and yearly sales projection materialization report.
•Concluding and summarizing terms, conditions and rates for signed contracts with partners or published for local and different foreigner markets through sales office and updating the rate information on the system.
•Familiar with all room rates and types, availability (with controlling situation by following up on the selling situation for all travel agents periodically and issuing stop sales if necessary and approved), daily events, promotions and outlets opening hours.
•Taking over and handling all the department duties attending inquires, complaints and requests, referring problems to the Associate Director of Sales.
•Insure that all duties are fulfilled according to the policy.
* Establish and carry out departmental or organizational goals, policies and procedures. * Direct and oversee an organization’s financial and budgetary activities. * Manage general activities related to making products and providing services. * Innovate by applying new technologies in the workplace. * Consult with other executives, staff and board members about operations. * Negotiate or approve contracts and agreements. * Appoint department heads and managers. * Analyze financial statements, sales reports and other performance indicators. * Identify places to cut costs and to improve performance, policies and programs.
