IFTEAR ZAHID

• Customer Support:

-Provided exceptional customer service to passengers, addressing inquiries and resolving issues promptly.

-Assisted customers with booking, ticketing, and reservation changes.

-Handled passenger complaints and escalated issues to ensure customer satisfaction.

• Ticketing and Reservations:

-Managed ticket issuance and ticket-related works.

-Utilized airline reservation systems to process bookings and provide fare information.

-Coordinated with the sales and operations teams.

• Compliance and Regulations:

-Ensured adherence to airline policies, procedures, and industry regulations.

-Stayed updated on aviation industry standards and communicated relevant information to customers.

-Assisted passengers and HQ station with visas, travel documentation, and compliance with international travel regulations.

• Technical Support:

-Provided support for technical issues related to online bookings and payment issues.

• CRM and Communication & Coordination:

-Built and maintained positive relationships with frequent flyers and VIP customers.

-Acted as a liaison between passengers and other airline departments to resolve issues efficiently.

-Conducted follow-ups with customers to ensure satisfaction and gather feedback for service improvement.

-Collaborated with ground staff, cabin crew, and management to ensure seamless service delivery.

-Communicated flight updates, delays, and gate changes to passengers effectively.

-Coordinated with airport authorities to assist passengers with special needs and requirements.

• Problem-Solving and Decision-Making:

-Handled complex customer issues and provided solutions in a timely manner.

-Utilized problem-solving skills to address last-minute changes and disruptions in travel plans.

-Made quick decisions in emergency situations to ensure passenger safety and satisfaction.

• Training and Mentorship:

-Trained new hires on customer service protocols, airline systems, and regulatory requirements.

-Mentored junior staff, providing guidance and support to enhance their performance.

• Provided company information and policies to customers upon inquiry and answered questions as front-line officer.
• Direct work at the counter, gates, arrivals and ramp sites at both domestic & international terminals.
• Handled passenger complaints & escalated issues to ensure customer satisfaction.
• Handled mainly CCU (Kolkata) flights with other international flights according to assigned by team leaders.
• Maintained and built positive relationships with VIP and high official customers.