TSHISHONGA HUMBULANI

Correct charging of excess baggage

* Promote Airline’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customers

* Assist unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordingly

* Assist in dealing with any problems such as keeping passengers informed of any delays, disruptions and denied boarding

* Assist passengers as needed through arrival and check-in processes

* Assist customers with general enquiries or directions as required

* Perform any duties assigned by superiors in line with company objectives

* Check baggage, monitor carry-on baggage for size and quantity, and assign seats

* Inspect and verify passenger documentation, ensuring that passengers have the correct documentation for travel

* Meet and assist passengers on arrival

* Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments

* Handle denied boarding situations by soliciting volunteers and communicating situation effectively to involuntary denied boarding customers

* Direct customers and provide clear and concise information regarding flight delays, cancellations, denied boarding

* Ensure proper control of on-board hand baggage at check in and at boarding gates

* Assist and ensure the correct handling of mishandled baggage, pilfered and damaged baggage

* Ensure the highest level of passenger safety and care in all aspects of duty

* Comply with service standards and standard operating procedures to ensure passengers are handled in a friendly and efficient manner at all times

* Ensure compliance with CAA, Airline and airport regulations

· Receive and evaluate refund requests

· Perform chargeback checks to avoid revenue leakage

· Interpretation of Fare rules to ensure accurate refund processing

· Application of fare rules for refund policy

· Aware and adherence to country legislations pertaining to refunds

· Registration of refunds in SAP

· Confirming refunds in SAP

· Updating of BSP link

· Updating of coupon status to ensure

· Maintaining database of refund requests received

· Adherence to time limits for refund processing

· Verification of passenger banking details prior to refunding

· Settlement verification for ZA Direct sale refunds

· Processing ZA and Global refunds on SAP

· Customer engagement on refund progress

· Reconciliation and analytic ability of refund reports

• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Welcomed customers and helped determine their needs.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Greeted customers entering store and responded promptly to customer needs.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Tallied cash drawer at beginning and end of each work shift.
• Learned duties for various positions and provided backup at key times.