Answer all inbound calls in an efficient and professional manner in order to provide the proper response and solution to the clients’ enquiries/ complaints.
· Develop, maintain and update clients’ files and log all the calls on the system to safeguard fast retrieval of information when needed.
· Follow up on clients’ calls and enquiries where necessary in order to maintain high levels of customer satisfaction.
· Maintain information on the latest updates and changes in the client’s system in order to provide accurate information and high-quality services to ASC’s clients.
· Identify high critical client issues and transfer them to the Team Leader - Help Desk in order to take proper action.
· Identify high technical client issues and transfer them to the Concerned Department under the Information Technology Division.
· Update the Team Leader - Help Desk on work progress, pending tasks, complaints and incidents in order to ensure all clients’ requests are resolved in a professional and timely manner.
· Record all planned / unplanned Internet outages including the areas affected and down time while finding the proper solution for the cause behind these outages.
· Perform other duties related to the job as assigned by the Direct Manager.
Automated Systems Company (ASC) was established in March 1989 in response to the very high demands of the local travel agencies, which were requiring a centralized airline reservation system that covers their business and manage their customers’needs. ASC introduced to Kuwait market as Kuwait Multi-Access Reservation System (KMARS), the leading provider for that centralized system. Joining the Kuwait Stock Exchange (KSE) and being listed as a public company, with Kuwait Airways as major stock holder, ASC work with the Kuwait Travel Services Companies and other stakeholders had extended to the help to Travel Services Companies by providing a first class IT Infrastructure, support and training
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