Since joining Air France back in 1994, I have held a variety of roles that gave me skills and experience across the Air France Group. Most of my roles where frontline and gave me the possibility to work towards a better customer experience. For the past 10 years I have been working with multi-language teams that work directly with our customers. I am Portuguese and fluent in both Spanish and English and I have working knowledge of French.
Two years ago I embraced a new project to set up a Social Media servicing department for Air France. In this multi-channel team we handle twitter, Facebook and Instagram in 5 languages. Our main goal is to achieve excellence in customer satisfaction & regain our customer loyalty. The team emotionally connects with customers and applies 5 service attitudes on their day to day: make others feel unique, take initiative, make details count, show you care and Value. In 2014, our team has been awarded the European Best Social Media team in Customer Service and I was awarded the E-business/Social Media Manager of the year..