Customer Service Representative at Air Peace Limited

• The pivotal position of a Buyer Service Consultant (CSR) is to assist prospects by offering helpful data, answering queries, and addressing complaints.
• The core goal of the CSR is to make sure optimum buyer satisfaction with the companies supplied by APL It’s important for the CSR to keep up a diplomatic, respectful. and tactful strategy in all conditions.
• Moreover, the CSR is accountable for outlining and implementing requirements and minimal tumaround occasions for numerous services and products inside their unit.
• It’s crucial for the CSR to maintain a document of those requirements and guarantee their adherence.
• The CSR additionally facilitates prospects in acquiring specialised companies from different banks and assists them with particular inquiries or service issues.

DUTIES AND RESPONSIBILITIES

Duties embody however are usually not restricted to:

First Level Of Contact:

• You can be answerable for offering assist to prospects by numerous channels, together with face-to-face, phone, letter, electronic mail, and portal. You’ll need to be proficient in all these communication channels and supply immediate and efficient help to prospects.

Channel Shift Champion:

• You’ll need to advertise buyer enablement and self-service by demonstrating and training prospects in the usage of self-service instruments.
• You must also have the ability to signpost prospects to data inside the airport as required.

Fundamental Recommendation And Downside-solving:

• You can be required to supply primary recommendation and resolve buyer inquiries primarily based on available data or scripts. It’s best to have the ability to determine and escalate advanced points to the suitable division or staff member.

Buyer Intelligence:

• Additionally, you will want to gather buyer intelligence to assist service enhancements and make suggestions to administration on methods to enhance customer support.

Buyer Surveys And Industrial Calls:

• You might be required to undertake buyer surveys, campaigns, and industrial calls to assist the company goals of the enterprise.
• Along with the above, additionally, you will be answerable for greeting prospects warmly, understanding their issues or causes for approaching you, and speaking necessary data associated to flights, fares, schedules, gates, and flight arrivals and departures.

Buyer Database Administration:

• It is very important preserve a document of all of the interactions you will have with prospects to have readability on their necessities and preferences.
• It will allow you to present higher companies sooner or later.
• Course of Buyer Complaints And File Paperwork For References:
• It’s important to deal with buyer complaints with utmost precedence and supply immediate options. Preserving a document of those complaints will assist in figuring out frequent points and offering higher options.
• Determine Alternatives To Enhance Buyer Expertise And Improve Satisfaction:
• It is very important be proactive and determine areas the place the client expertise may be improved. It will assist in rising buyer satisfaction and loyalty in direction of the corporate.
• Full documentation and carry out point-of-sale processing on all new passenger:
• As a customer support consultant, it’s your duty to finish all the required documentation and processing for brand new bookings.
• Reply to incoming calls in a courteous {and professional} method, offering immediate help and resolving any points or complaints.
• Greet prospects warmly and pay attention attentively to their issues, offering pleasant and useful steering to assist them attain a decision.
• Inform prospects of any flight delays or cancellations, and work to rebook them based on firm coverage whereas making certain clear and correct communication.
• Present correct and up-to-date data on fares, schedules, gates, and flight standing, and reply to normal inquiries in a pleasant and informative method.
• Write to prospects in knowledgeable and empathetic method to deal with complaints and guarantee them that their issues are being investigated, escalating points to managers as wanted.
• Use lively listening and problem-solving expertise to proactively determine buyer wants and supply immediate and efficient options, constructing sturdy relationships of belief and loyalty.