Experience

Animawings

• Romania
• Airlines and Aviation
• 1 - 100 Employee

• Customer Service Representative

  • Jul 2022 - Present

  Providing great support experience to customers via all relevant communication channels (e-mail, phone, website’s live chat)Taking ownership of issues, liaising directly with Customer Service ManagerDealing with passengers’ claims of lost, delayed and damaged baggage and delayed/canceled flightsManaging and proposing compensations amounts offered to passengers and administrating the transaction files, cooperating with the financial departmentPartnering with other subject matter experts to manage a joint resolution to complex issuesAssisting the management with the issuing of charter contracts, invoices and generating group reservationsAcquiring and maintain in-depth knowledge about the airline’s services and the new collaborationsProviding in-depth education and assistance on the airline’s services, functionality, and the technical architectureIdentifying, capturing, and channeling client feedback on the airline’s product features, functionality and the technical architecture to the Customer Service ManagerDeveloping excellent working relationships and partnering with colleagues within Call Center department and in the broader organizationParticipating in internal projects and implementationIdentifying customers’ needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarifiedProviding constructive feedback on tools, resources, procedures, and guidelines to enhance workflow and the customer experience Show less

• Call Center Agent

  • Aug 2021 - Jun 2022

  Handling customers’ inbound calls and offering general information on flights, on general conditions of carriage and perform rebookings in case of cancellationProviding travel advice, recommendations, and knowledge on travel regulationsPerforming outbound calls to passengers announcing them of flight cancellations and schedule changesContinuously learning how to handle customer complaints and disputes through active and empathic listening and understanding



Christian Tour

• Romania
• Travel Arrangements
• 100 - 200 Employee

• Sales Agent

  • Jul 2021 - Jun 2022

  Managing a high volume of customer inquiries via phone, e-mail and advising on suitable options for domestic or international travel destinations, tours, accommodation and airline tickets Selling tour packages and travel insurances to direct customers Generating contracts and issuing invoices for the reservations Preparing and sending personalised itineraries offers to suit the clients’ preferences and budget Performing outbound calls to the customers after the package proposal was provided to secure the sale Cooperating with the accounting department and destination management in order to better assist the clients Collecting and processing the online payments Following up customers who had outstanding payments to make for their bookings Dealing with customer queries and complaints Supporting new employees on taking phone calls and using the system effectively Show less