Nishrat Zaifa Nigar
Melbourne,VIC
Summary
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
Melbourne Airport
10.2023 - Current
- Efficiently process guest acceptance, including issuing boarding passes, checking identification, and verifying travel documents. Assist guests during the boarding process, ensuring adherence to security and safety protocols.
- Assist guests with baggage check-in, collection, and tracking as needed. Resolve any baggage related issues, including lost, damaged, or delayed luggage, following established airline procedures and in conjunction with our global baggage services team.
- Provide accurate and up-to-date flight information, including departure and arrival times, gate assignments, and flight delays or cancellations.
- Assist guests with booking or changing flight reservations, upgrading seats, and managing travel itineraries as needed. Process ticket sales, ancillary charges, upgrades, and handle payment transactions as needed.
- Address guest complaints, concerns, and disputes in a professional and empathetic manner. Seek solutions to resolve issues promptly, escalating matters when necessary.
- Greet guests with a warm and friendly demeanor, taking care of their needs at check-in counters, departure gates, and arrival areas. Provide assistance to guests as required, including unaccompanied minors, elderly guests, and those with reduced mobility.
Customer Care Officer
Fijiairways
04.2014 - 05.2022
- I worked as a Customer Care Officer for 9 years and have knowledge in the following areas:
- Data Capturing – capturing of feedback received via feedback forms onto an excel sheet
- AMADEUS knowledge – retrieve/read and understand the comments on the booking/PNR.
- How to deal with customer complaints/correspondence via email or over the phone.
- Ensure company standards are maintained in the communication of flight delays and cancellations to both passengers and internal stakeholders
- Coaching and training new staffs/employees
- Obtained Reservation & E-Ticketing training as well (Basic level).
- Processed baggage claims within departmental-set service level agreements.
- Created and updated records of all disrupted customers files and issued various forms of ex-gratia for customer care and service recovery in accordance with standards & audit procedures.
- I have obtained IATA training based on -Serving the Travel and Tourism Customer.
- Completed all activities required to successfully maintain and enhance the Surprise and Delight Customer Recovery process across Airports, cabin crews, sales, and other business areas.
- Taking responsibility and inspiring trust and confidence from passengers and colleagues even in the most stressed-out situation.
- Answering customer enquiries or passing them on to another department.
- Giving information and helping to solve problems to our internal and external stakeholders.
- Arranging services for customers, such as booking tickets online.
- Managing complaints and passing them on to a manager if required.
- Entering customer information onto a computer database.
- Offering the appropriate compensation, goodwill gesture, refund for expenses and responding to customers in a timely and professional manner.
- Taking payment for service recovery refunds.
- Ticket refunds – submitting the ticket refunds online for it to processed into passenger’s account.
Education
Advance Diploma - Business
Einstein College of Australia
01.2023
Secondary Education - undefined
Nadi Muslim College
Diploma - Business
Einstein College of Australia
01.2022
Bachelor of Commerce - Accounting & Management
Fiji National University
01.2014
Skills
- Excellent People Skills
- Excellent Computer Skills
- Work Effectively with Peers & Senior Management
- Time Management
- Team player
- Adaptivity
Timeline
Customer Service Agent
Melbourne Airport
10.2023 - Current
Customer Care Officer
Fijiairways
04.2014 - 05.2022
Secondary Education - undefined
Nadi Muslim College
Diploma - Business
Einstein College of Australia
Bachelor of Commerce - Accounting & Management
Fiji National University
Advance Diploma - Business
Einstein College of Australia
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