mariana silva

* RCC (Remote Competence Center) * Lufthansa Ground Services Portugal: * Ticket troubleshooting and remote check-in assistance worldwide for airports with LHG Lufthansa Group (Lufthansa, Austrian Airlines, Swiss Airlines) flights * Remote support for Star Alliance Airlines * Team Leader: * Team management: oversee and assist Service Center Agents when needed * allocate staff according to their skills and experience * keep the team motivated and antecipate possible escalation of conflicts * Handling of incoming phone calls and e-mails and monitorization of effective response rates * All other Service Center Agent functions mentionned below

* Remote Ticketing * Lufthansa Ground Services Portugal: * Handling of incoming phone calls and e-mails * Sale of full fare eletronic tickets (etix) and excess baggage fees collection * Handling of flight irregularities and rebooking of all afected passengers (delay / cancelation / diversion) * Voluntary itinerary changes (rebooking/reissue)

* Customer Service: * cash registration of all products for sale * welcoming guests and further clarification on several subjects such as invoicing and credit solutions available * box office (ticket sale for major events in Portugal: plays, shows, concerts, exibitions, etc.) * consumer credit card appliance * post-sales assistance and conflict mediation when needed;

* Sales & Customer Service * advising the customers on matters such as the product best suited to their needs: Nespresso grand crus capsules, its acessories and machines * handling and storage of materials * technical assistance (machine care)