Siyasanga Mavuya

Key Responsibilities:

Asset verification.

Executing a Floor to Sheet for record keeping.

Create and maintain Asset Data into Excel.

Asset tagging and identification.

Scanning Barcodes and checking Offline Data.

Exposure to SAP.

• Address and resolve customer complaints and issues, such as flight delays, cancellations, and lost luggage.
• Process ticket sales, upgrades, and exchanges over the phone.
• Handling bookings, cancellations and changes to reservations.
• Updating reservation systems with customer details.
• Processing payments and issuing receipts.
• Providing advice on special offers and promotions.
• Providing assistance with the purchasing of ancillary services.

• Manage Inbound/Outbound calls for assigned business area, ensuring service levels are adhered to.
• Gain an accurate understanding of the query by carefully analyzing, diagnosing and investigating the issues and factors surrounding the problem to determine the appropriate solution and/or action required.
• Resolve problems at first point of contact wherever possible or escalate appropriately to ensure a satisfactory outcome
• Manage all administration related to resolving customer queries.
• Constantly communicate with customers to ensure they are kept informed of the progress of the resolution of their query and receive feedback.
• Manage customer's accounts in accordance with regulatory requirements and internal policies.
• Manage, organize and update relevant data using various computer systems with accuracy.
• Ensure that all legal, regulatory and statutory obligations are met within own area of responsibility.
• Ensure compliance with policies and procedures relevant to the business area.
• General ad hoc and administrative duties.

• Delivering timely accurate and professional customer service.
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Communicate with customers via phone and email.
• Utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment.
• Prioritize and handle all emails.
• Liaise between internal departments to solve customer queries.
• Assessing any service failure to identify the route cause and take appropriate action to ensure similar failures are avoided.
• Take ownership of our customers and ensure that their needs are met as soon as possible.