 Handle transactions in a timely manner over sales, delayed and cancelled flights.
 Conduct regular audits on flight activities and monitor quality and standards by creating comparison reports.
 Support senior management in analyzing and promoting solutions in driving the airline punctuality, process improvements and initiatives to enhance On Time Performance (OTP).
 Work closely with all stakeholders by attending management meetings and conduct observations on flight activities reporting data trends.
 Thorough analysis, Monitor the processes to increase the transparency of the operation.
 Research the root causes of incidents, highlight discrepancies and non-compliances..
 Supervising customer check-ins, flight boarding and reservations.
 Resolving disservice situations and assigning duties to subordinate staff for the same.
 Maintain the level of service expectations for both customers and the Airline at all times.

 Manage project activities and develop process improvements to meet business goals.
 Manage effective project implementation and delivery to ensure customer satisfaction.
 Track and monitor project execution to make sure that the customer requirements are met.
 Improve customer relationship by providing timely and accurate responses.
 Coordinate with customers to develop project plan including project scope, release schedule, milestones, deliverables etc.
 Validate project plan and schedule to incorporate any changes requested by customers.
 Identify and manage resource requirements, required skill sets, training plans, quality reviews, documentations and weekly meetings required for project execution
 Coordinate calls, meetings and communications between customers and project team throughout the project implementation phase.

o Interact with customers to provide process information in response to inquiries, concerns and requests about products and services.
o Provide information to Customers about products and services by Voice, email and chat communication
o Follow up on customer interactions
o Organize workflow to meet customer timeframe
o Handle and resolve customer complaints
o Obtain and evaluate all relevant information to handle product and service inquiries

o Managing customer’s Queries/Complaints and provides follow up using Complain Management System
o Monitor and develop SOPs and informative presentations using HTML and Flash
o Call monitoring and provides actionable data to various internal support groups as needed
o Provides training sessions and product refreshers
o Prepares internal and external quality reports and monthly evaluation of assigned teams

o Voice, email and chat communication with airline customers
o Outbound call handling
o Handling of telex operation
o International and domestic flight check
o Ensuring the maintenance of performance and quality standards
o Training and coordination with Quality Assurance
o Acting floor in-charge

o Voice, email and chat communication with airline customers
o Online reservations for airline customers
o Handling general queries regarding airline operation
o Ensuring maintenance of performance and quality standards
o Handling of PIA Frequent Flyer (Awards plus Program) members