Xolisile Dhlamini

• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Prepared variety of different written communications, reports and documents.
• Led projects and analyzed data to identify opportunities for improvement.
• Plan, schedule, supervise, and coach subordinate activities within processes or services to achieve efficiency and quality goals.
• Developed team communications and information for meetings.

• Monitoring Social Media Platforms
• Interact with social media followers in order to address queries
• Providing information within pre-identified business rules and company tonality
• Ensuring social media platforms are updated with the correct information on an hourly and daily basis
• Communicating with customers by email, phone, and face-to-face
• Investigating and solving customer problems
• Creating a new feedback procedure for clients or improving upon the existing model
• Learning about the company’s services and remaining up to date with any changes
• Meeting with management to discuss possible improvements to the company’s customer service.

Assisting customers with any Airline related queries, telephonically and via email.

Investigating and solving stakeholders' queries. Meeting with the service providers to assist in providing an efficient service to our stakeholders.

Doing gate change announcements

Updating the flight information screens

Logging infrastructure queries

• Answered more than 50 calls per day..
• Informed clients of policies and procedures.
• Collaborated with team members to resolve issues and identify appropriate issues for escalation.
• Resolved caller issues quickly and thoroughly.
• Handled and promptly resolved customer complaints to maintain professional relationships.