Experience

Northcott

• Australia
• Consumer Services
• 300 - 400 Employee

• Customer Support Consultant

  • Dec 2018 - Present

  • Open and maintain customer accounts by recording account information. • Resolve product or service problems by clarifying the customer's complaint. • determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution • Maintain financial accounts by processing customer adjustments. • Recommend potential products or services to management by collecting customer information and analyzing customer needs. • Contribute to team effort by accomplishing related results as needed. • Manage large amounts of incoming calls. • Identify and assess customers' needs to achieve satisfaction. • Build sustainable relationships of trust through open and interactive communication. • Provide accurate, valid, and complete information by using the right methods/tools. • Meet personal/team sales targets and call handling quotas. • Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Show less



Cruise1st.com.au

• Australia
• Travel Arrangements
• 1 - 100 Employee

• Customer Support Representative

  • Jan 2018 - Dec 2018

  • Answers in-bound telephone calls from travel partners and/or direct guests. • Provide accurate processing of financial transactions to Service Centre clients. • Provides general information regarding cruise and Airlines products, services, and promotions. • prices and availability including cross-selling and up-selling. • Secures bookings, Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences. • Researches and provides information to accommodate special needs. • Enters required information into GDS system (Galileo, Sabre, Amadeus systems) and maintains an accurate history of each reservation and any associated transactions. • Uses multiple data base systems, internal computer programs and various computer-based resources. • Conducts basic research for problem resolution and communicates solutions to travel partners and/or guests. • Directs non-routine matters to the appropriate cruise resource for special handling and resolution. • Complies with established industry and company protocols and procedures. Understands and complies with company quality assurance standards. Show less



Emirates

• United Arab Emirates
• Airlines and Aviation
• 700 & Above Employee

• Airline Customer Service Agent.

  • Jan 2011 - Dec 2018

  • Supervised team of Customer Service Agents, scheduled staff, and made adjustments when weather delays demanded more agents to handle re-booking. • Resolve customer complaints that escalated beyond the original agent's authority or required a calming third party. • Conducted ongoing security procedures reviews. • Conducted performance reviews. • Using emirates system plus Amadeus • Agent handling for Air France • Handling and document check agent for Air France. • Boarding gates agent. • Ramp coordinator. Show less