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Customer Service Social Media

Vanderbijlpark, Gauteng, South Africa
January 15, 2020

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Aricia Kirkpatrick Customer Service Specialist

Location: Johannesburg, South Africa Telephone: 072-***-**** Email:

Professional Profile

‘Multi-lingual customer service professional holds SACAA license, has a proven track record in the aviation and service sectors, with a customer-focused approach to business’ With over eight years of experience in customer-facing roles for leading South African businesses and airlines, I am able to provide exemplary service to customers within any environment. I am also competent in dealing with a broad range of customer needs from initial inquiries, through to sales, transactions, after-sales and complaint handling. In addition to these, I provide professional leadership to staff members and work closely with them to achieve company goals and targets.

Core Skills

Customer Service Aviation and Service Sectors Transaction Processing Complaint Handling Fluent in English & Afrikaans Client Liaison Customer Enquiries

Discrepancies and Auditing Health & Safety

Career Summary

December 2018 - 26 July 2019 Maraneman – Administrative Specialist Outline Administrative role at Youth Camp dealing with clients, ensuring the highest levels of customer satisfaction. Booking in tours and handling logistics for individual customer needs. Handling of payments and upkeep of social media platforms, alongside liaising with tour guide staff. Key Responsibilities

● Dealing with a large volume of customers, and the children in their care, ensuring complete satisfaction

● Processing transactions such as cash and card payments, including foreign currencies

● Handling customer inquiries and complaints promptly and effectively, ensuring correct information is supplied

● Managing customer details and amending bookings upon request

● Posting content and engaging with potential clients on various social media platforms

● Liaising with camp staff daily, providing information on groups within the camp April 2018 - November 2018 BidAir Services – Ticketing Agent Outline Customer facing role for various airlines operating out of JNB, OR Tambo Intl Airport. Providing a range of ticketing, check-in, and advisory services for customers both face to face and over the telephone.

Key Responsibilities

● Dealing with a large volume of customers and passengers daily and ensuring complete satisfaction

● Processing transactions such as cash and card payments, including foreign exchange

● Handling customer inquiries and complaints promptly and effectively with minimal disruption to other customers and staff

● Managing customer details and making changes to tickets and provided information upon request

● Running necessary security checks on customers when required, including security questions

● Ensuring cashbox is balanced and reported at the end of every shift

● Training junior staff members on customer service, company policy, and IT systems Key Achievements

● Highly commended by the lecturer during staff training.

● Recommended for a Staff Trainer Leadership position. November 2017 - March 2018 CemAir – Check-In Coordinator Outline Customer facing role dealing with a high volume of inquiries and customers, providing ticketing, check-in, departure and customer assistance services. Key Responsibilities

● Greeting customers, handling ticket changes and check-in services

● Dealing with and managing complaints and various other face-to-face inquiries

● Discuss solutions with customers & management to assess the best possible outcome

● Providing admin and support to management, typing documents, creating staff rotas,

● Assist junior staff and provide training to ensure high standards are met

● Balancing cashbox at the end of every shift and reporting to management June 2015 - October 2017 Ethiopian Airlines

Airline Representative/Check-In Coordinator Outline Broad-ranging role providing strong leadership for staff and working closely with customers in a face-to-face environment. Reporting to line manager, providing executive assistants, office management, and admin support.

Key Responsibilities

● Supervision over check-in counters in Cape Town branch

● Resolving customer questions and complaints in a professional and timely manner

● Assist and train staff using provided company resources

● Attend meetings with and coordinate ground handling company

● Booking hotel accommodation for passengers and assisting on delayed flights

● Assisting customers with lost baggage/items

● Processing transactions such as cash, card payments, including foreign exchange

● Running necessary security checks on passengers

● Ensuring all documentation is completed and submitted correctly and on time

● Cross-checking staff paperwork against systems to check for discrepancies Key Achievements

● Sent to Cape Town branch to oversee and set up new operations

● Internal promotion to senior roles

● Represented company in Addis Ababa to celebrate 70 years of aviation success April 2013 - December 2014 BidAir Services - Check-In & Boarding Agent Flight Controller Outline

Customer-facing role assisting passengers with queries, check-in and boarding services operating out of JNB and Tambo Intl Airport.

Key Responsibilities

● Ensure that check-in and boarding operations are completed on time

● Greet customers and deal with their needs and inquiries

● Provide leadership and training for junior members

● Address system issues and discrepancies

● Resolve complaints in a timely and professional manner

● Liaise with airlines and ground handling companies to ensure smooth operations Key Achievements

● Internal promotion to senior roles and flight controller Education and Training

● National Senior Certificate - 2012

● SACAA License - 2013 to present

● SABRE Systems Training - 2018 (refresher training)

● Dangerous Goods & Aviation Security - 2018 (refresher training)

● Held leadership roles and accepted internal promotions to senior roles

● Represented company in Addis Ababa to celebrate 70 years of the company’s

● Contributed to success in leading and setting up a new branch of operations for Ethiopian Airlines in Cape Town

● Trained as both ground and cabin crew

● Trained on a wide range of booking/ticketing systems References Available Upon Request

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