Customer Support Specialist: Gulf Air Reservations
6 days ago
As a Customer Support Specialist for the Reservations & Ticketing team at Gulf Air Group, you will play a crucial role in delivering exceptional customer experiences. Your primary responsibility will be to efficiently handle inbound, outbound, and face-to-face support for our customers and clients at Gulf Air outlets. This involves providing seamless 'one-stop shop' solutions where customers' needs are owned by our Sales Support Unit (SSU) agents until resolution.
You will be responsible for general reservations and ticketing queries from individual Frequent Flyer Programme (FFP) members, Economy, Premium, and general customers to drive revenue and achieve sales targets while ensuring that customer service meets current benchmarked industry standards.
Your key duties will include creating new revenue bookings and pricing, collecting and processing payments (via cash, credit card, or debit card), and issuing e-tickets accurately in a timely and professional manner. You will also apply ticketing regulations accurately, calculate change fees and penalties, and collect and process payments accordingly. Additionally, you will identify customer needs and effectively seek and implement solutions in a professional manner to satisfy the customer and meet industry-benchmarked standards of customer service excellence.
To ensure a positive experience, you will proactively safeguard the reputation of Gulf Air by identifying and managing potential issues as presented and/or identified. A positive, solution-focused attitude is essential to maintain a motivated and energized work environment that benefits both customers and colleagues.
You will be responsible for revalidating and/or reissuing e-tickets for existing bookings, applying ticketing regulations, calculating change fees and penalties accurately, and collecting and processing payment with courtesy in a timely and efficient manner. You will also advise customers of ticketing time limit rules to avoid NO-SHOW situations. Daily, weekly, and monthly sales and KPI targets set by the company must be achieved in a professional work environment aligned with corporate and departmental expectations.
Generating revenue opportunities and promoting Gulf Air products and services where applicable/applicable, you will direct customers to relevant personnel/departments to maximize identified revenue opportunities (i.e., FFP, Ticketing). Furthermore, you will read, understand, interpret, and communicate industry and company rules and regulations made available in English. Ensuring passenger details obtained from customers are accurate, you will take all necessary steps to guarantee systems data integrity by actively correcting/taking steps required to oversee error corrections identified.
To enhance the customer service experience, you will proactively add value by 'going the extra mile' for customers (e.g., offering seating requests, meal requests, wheelchairs, advising on priority telephone numbers for high-value customers, website addresses, etc.). You will also promote the Falcon Frequent Flyer program, explaining benefits and arranging to send application forms to join. Persuasively up-selling premium classes (business) will involve highlighting our excellent service, benefits to FFP members in accruing more miles and points, comfort of seats, and exclusivity of certain channels of our in-flight entertainment system.
You will request, book, change, or cancel travel arrangements and auxiliary services as per rules and as directed by customers. Staying abreast of changes to Reservations, Fares, Ticketing, FFP, and Tours procedures is essential. Proactively seeking current product knowledge and information, you will read all available information to improve knowledge and quality of service. General inquiries will be answered using all available resources, consulting supervisors or other sources of information when necessary. Becoming thoroughly familiar with the TIMATIC system, you will answer Visa, Health, and general inquiries. Actioning and clearing all passengers in queue in a timely and efficient manner ensures appropriate and timely responses are given to passengers and PNRs are updated.
System fall-back procedures will be applied when the system is down by making notes of passenger requirements. Early check-in and issuing boarding passes 24 hours before departure for all Gulf Air flights will be handled. All booking requests for simulator like dead-head crew, issue Duty Travel, Dead Head Crew, Authority ticket requests from the Crew Department and engineering department, Issue MCO voucher as per request, Issue DBC voucher for Denied Passengers, and Issue EBT voucher as per request will be managed. LAST MINUTE UPGRADES and DOWNGRADES as per availability, rerouting passenger tickets if needed in case of Denied/over booked flights to the originally booked destination, handling staff inquiries and reservations needs, and any work assigned or delegated by supervisors/managers will be part of your responsibilities.
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