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Managing and supervising customer service unit with the aim of providing optimal services and tailored to customer service standards
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Carrying out performance measurement, discovering shortcomings and responding to customer needs
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Doing educational needs of those staff working at customer service unit, and thus preparing and compiling policies and strategies appropriate in order to manage relations between customers and complex
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Increasing the efficiency and quality of service provided to customers
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Inspecting and reviewing the customer service policies and strategies and all actions related to company services in order to maintain customers and increase the satisfaction of the actual customers of potential customers and consequently stable income for the company
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Designing, organizing and managing the organizational structure of the experienced and efficient customer service unit consisting of practiced experts to communicate better with customers through the call center
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Monitoring and coordination between organizational unit people to better carry out assigned affairs
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Preparing and developing analytical programs related to the upcoming opportunities and threats as well as aligning the mission and the purpose of the company to maintain its values and removing the obstacles through the holding of strategic and analytical meetings
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Regularly with cooperation and accompaniment of sales and marketing managers and company financial manager
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Coordinating and monitoring selection and recruitment of people to complete the human resources needed for customer service unit, reservations, public relations, etc.
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Controlling the performance of the staff involved in the customer service sector and their review based on customer segmentation in terms of type of service such as tour or hotel
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Managing and controlling customer affairs in order to improve awareness and training staff as well as individual and organizational development of those being in the team to improve the process governing the unit of communication with customers
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Maintaining and increasing the satisfaction of actual customers and attract potential customers
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Holding team meetings with a unit to gain advantageous feedback and identifying customer needs and reviewing with the managing director to set the procedures and general policies of the organization in communicating customers
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Managing and monitoring the documentation process and utilizing information collected in improving the related processes for custom behavioral practices regarding customers
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Managing and monitoring customer service strategies to design and operationalize the important decisions of the organization concerning the customer service unit with the intention of optimizing the relationship between the complex and the customer as one of their most important tasks
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Holding managerial meetings with company management in order to provide reports, the plan for customer service units and obtaining approval from the managing director to implement the policy and strategies of the corporate customer service unit
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Managing and controlling the performance of experts in customer service units, ensuring their proper function and encouraging employees and creating targets to enhance their motivation in providing services in each quarter and creating competition between individuals and creating a proper and constructive communication with other services office services such as sales and accounting
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Accurate management and monitoring the records of the tours implemented and measuring the quality of their holding through the study of information and statistics collected in order to obtain information and resolving issues of domestic and foreign travelers regarding the tour and transferring with agencies
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Managing and organizing the customer service unit and the accurate recognition of the customer type and their needs, transforming travelers from potential customers to actual customers and guiding customer service teams in order to create loyal customers with proper and timely transferring service timely
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Holding proper quality tours and pursuing their requests in accurate and timely manner and accompanying with the passenger in case of an unpredictable problem for the development of corporate services and raising customer satisfaction
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Managing and planning for training customer service employees on how to treat passengers to create and expand effective and prolonged communication with customers
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Monitoring the provision of necessary facilities for proper education and providing sufficient information and control and monitor the process of continuous development and promotion of the services of the complex to customers
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Determining and developing unified strategies for the progress of the Air Travel Services and Tourism of Part Gasht Co.
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Developing creative executive programs and policies in order to respond more and better to customer needs and track in order to obtain customer satisfaction
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Collecting wide-ranging information from passengers on how to run tours and services by questionnaire and assessment of passengers and make a complete and accurate report to provide to the managing director during the meeting and providing advice along with targeted strategies for managers of other sectors in order to promote quality of customer service
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Managing and monitoring the implementation of standard procedures to provide better customer service with the program through communication with customers based on accurate targeting for customer attraction and customer service promotion by considering identified KPIs and their documentation in the Excel software
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Including the number of customer contact sequences in specified customer rankings and ensure the correct performance of the customer service team
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Controlling and monitoring the process of preparing daily sales reports of tours and other services provided, including visas, hotel reservations, transfers and so on and receiving reports from experts from customer service units in order to state regulatory measures and review customer service policies in order to control the post-sales process, increase new sales, maintain customers and create excellent relationships with customers
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Managing and holding weekly and monthly meetings with employees and customer service experts and continuous encouragement of the staff of this unit, communicating the programs of this unit and justifying them on the guidelines and regulations developed and providing specialized feedback and continuous training of experts to provide accurate and honest information to passengers and track customers' problems and requests