Luyanda Charles Matshaka

Customer Support Across Multiple Channels:

Provided comprehensive assistance to direct passengers, travel agents, and Sheba Miles members through telephone, email, and face-to-face interactions.
Delivered prompt and accurate responses to inquiries, ensuring a seamless customer experience.

Reservation and Ticketing Services:

Promoted Ethiopian Airlines as the preferred choice of travel by offering tailored travel solutions and new bookings aligned with passenger needs.
Managed ticket rebookings, offering alternative travel dates or options to accommodate passenger preferences.
Issued new tickets, processed reissues after fare offers were accepted, and facilitated refunds in compliance with fare rules and airline policies.

Advisory and Process Support:

Ensured operational standards and procedures were consistently upheld by mentoring and reminding junior colleagues of required processes.
Acted as a point of reference for colleagues across different stations, providing expert advice and assistance on complex cases or procedural clarifications.

Customer-Centric Problem Solving:

Assisted passengers in understanding fare rules, ticket conditions, and airline policies, ensuring transparency and building trust.
Effectively resolved customer concerns and complaints, offering solutions that aligned with Ethiopian Airlines' commitment to high-quality service.

Sheba Miles Program Support:

Guided Sheba Miles members on earning and redeeming miles, enhancing their frequent flyer experience.
Facilitated membership services such as account inquiries, reward bookings, and mileage refunds based on program guidelines.

Team Collaboration and Leadership:

Collaborated with colleagues across departments to ensure operational efficiency and a cohesive service delivery.
Provided leadership support by assisting junior team members and contributing to team development through knowledge sharing and mentorship.

Agent Coaching and Support:

Trained and supported customer service agents to meet Qantas Airways’ service standards.
Guided agents on handling customer calls, creating reservations, rebooking tickets, issuing and refunding electronic tickets, and adhering to airline policies.
Provided expertise on interpreting and applying fare rules accurately.

Passenger Assistance:

Addressed passenger travel needs by creating reservations, rebooking tickets, and managing ticket reissues upon acceptance of fare offers.
Issued tickets and processed refunds while ensuring compliance with Qantas Airways’ policies.
Educated clients about ticket conditions, including detailed explanations of fare rules.

Qantas Frequent Flyer Program Support:

Assisted frequent flyer members with earning, spending, and managing their mileage accounts.
Managed mileage-based bookings, including making reservations, rebooking, and processing refunds in line with program conditions.

Travel Agent Support:

Provided guidance to travel agents on resolving ticketing issues, including avoiding Agency Debit Memos (ADMs).
Delivered expert advice on Qantas ticketing procedures, fare rules, and reservation processes to optimize service delivery for travel agents.

Customer-Centric Problem Solving:

Maintained high-quality service delivery by effectively addressing and resolving passenger and travel agent inquiries.
Ensured customer satisfaction through a thorough understanding of Qantas Airways’ requirements and policies.

Travel Agency Support:

Assisted travel agents in overcoming objections related to ticket purchasing and provided solutions for ticketing, reissues, and refund technicalities.
Supported agents during involuntary schedule changes by offering guidance on rebooking, refund processes, and fare guarantees.
Issued appropriate authority waiver codes for various scenarios, including refunds, rebookings, and fare adjustments.

Regional Agency Line Service:

Delivered comprehensive support for the Lufthansa Agency Line across multiple markets, including:
South African Market
English Market
Finnish-English Market
Scandinavian Markets
Provided similar support for Austrian Airlines in the same markets.

Frequent Flyer Program Assistance:

Served as a Lufthansa Miles & More agent, managing queries for all membership tiers: Blue, Silver, Gold, and Black Card holders.
Guided members on utilizing points, retaining their current membership status, or upgrading their tier through strategic use of program affiliates.
Offered services to frequent flyers across Lufthansa's English-speaking markets.

Customer-Centric Problem Solving:

Ensured high-quality service delivery tailored to the unique requirements of each market and individual client needs.
Acted as a liaison to resolve complex issues effectively while maintaining excellent relationships with travel agents and frequent flyer members.