Ahmed Farid Nawar

Contact Center Flight Tier II (Flights project)Full Time

• Job Details:• Acts as 1st line of escalations and complaints handler. • Acts as consultancy desk for Tier I agents for reducing the human error participation. • Performs all Fraud verification process. • Handles daily AVG of 200 – 300 Involuntary change bookings. • Handles Chat, E-mail queue either from end users or internal departments. • Low Cost Carriers amendments and all other requests. • Incomplete payment requests removal. • Daily finance follow up closure. • Customer claims investigation and resolution. • After sales services like boarding, meet and assist, seat and meal selection.

Contact Center AgentFull Time

• Job Details:. Use of Amadeus ticketing and booking system to solve customers issues, modify or adjust booking based on customers needs and requirements. • First point of contact to clients. Dealing directly with customers either by telephone or via email (Account mailbox) • Representing the Flight project account, responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every contact • Respond promptly to customer inquiries • Research required information using available resources • Handle and resolve customer issues, responding to their needs and complaints • Update customer information in the Customer Service Database during and after each call • Obtain and evaluate all relevant information to handle service inquiries • Document all call information according to standard operating procedures and actions taken • Manage administration tasks • Communicate and coordinate with internal departments • Follow up customer calls where necessary • Provide feedback on the efficiency of the customer service process

Contact Center Agent (Tajawal Travel agency)Full Time

• Job Details:•Use Amadeus system to solve customers issues, use the system to modify or adjust booking based on customers needs and requirements. •First point of contact to clients. Dealing directly with customers either by telephone or via email (Account mailbox) •Representing the Tajawal account, responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every contact •Respond promptly to customer inquiries •Research required information using available resources •Handle and resolve customer issues, responding to their needs and complaints •Update customer information in the Customer Service Database during and after each call •Obtain and evaluate all relevant information to handle service inquiries •Document all call information according to standard operating procedures and actions taken •Manage administration tasks •Communicate and coordinate with internal departments •Follow up customer calls where necessary •Provide feedback on the efficiency of the customer service process