Shrouk Mahmoud Email and Phone Number

Answer emails regarding escalated air situations which may require reaching out to the airline for resolutionUtilize all airline computer systems to review PNR’s, issue tickets, process exchanges, voids and refunds and work queuesUtilize ALG reservation system to enter comments and send confirmations of changesProcess insurance recovery ticketingMaintain informational sheets for airline processes and contractsInform Supervisors of issues impacting delivery of end-to-end serviceProvide feedback to Supervisors on escalation issues or feedback on system errorsRun and work reports on exceptions or failuresUtilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solvingMaintain informational sheets for airline processes and other tracking sheets as neededHandle escalated risk block issuesMeet established metricsWork with other departments as needed to resolve issuesAdditional duties as assignedA successful Airline System Coordinator will have:High school diploma or general education degree (GED); and at least one year related experience and/or training; or equivalent combination of education and experienceExperience with an airline system preferredKnowledge of MS officeExperience with internal reservation systems a plusStrong understanding of customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfactionAbility to problem solve including identifying the issue and reviewing related information to develop and evaluate optionsAbility to work independently and as part of a teamDetail orientedJudgement and decision-making considering the relative costs and benefits of potential actions to choose the most appropriate oneSuperior communication skills, both verbal and written

- Greeting and welcoming customers to the tour.- Informing customers about the itinerary for each tour.- Planning itineraries in accordance with weather forecasts and the length of each tour.- Scheduling visits and purchasing tickets to museums, galleries, protected parks, and other attractions ahead of time, if required.- Planning alternate activities in the event that cancellations, closures, or weather prohibit you from attending scheduled events.- Gathering and maintaining the requisite equipment for each tour.- Familiarizing yourself with the layout and history of the region or establishment in which you will be working.- Familiarizing customers with each region or establishment.Encouraging guests to apply sunscreen regularly and to remain hydrated, if applicable.- Directing customers to other, non-competing services that might be of interest to them.

- Greeting and welcoming customers to the tour.- Informing customers about the itinerary for each tour.- Planning itineraries in accordance with weather forecasts and the length of each tour.- Scheduling visits and purchasing tickets to museums, galleries, protected parks, and other attractions ahead of time, if required.- Planning alternate activities in the event that cancellations, closures, or weather prohibit you from attending scheduled events.- Gathering and maintaining the requisite equipment for each tour.- Familiarizing yourself with the layout and history of the region or establishment in which you will be working.- Familiarizing customers with each region or establishment.Encouraging guests to apply sunscreen regularly and to remain hydrated, if applicable.- Directing customers to other, non-competing services that might be of interest to them.