Agent - Contact Center - 22000845
United Arab Emirates
Closing Date: Jan 20th 2023
MAIN OBJECTIVE OF ROLE
To create a better customer experience for flydubai 's passengers by providing
quality call center services ensuring spot-on product knowledge.
KEY RESPONSIBILITIES
* Provides customers with timely and accurate responses for queries related to flight baggage allowance, schedules, rebooking procedures, destinations and flydubai's overall product etc.
* Understands, interprets and resolves issues quickly and decisively and escalates to supervisor when necessary.
* Maintains accurate records of interactions and engagements in the appropriate systems.
* Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
* Listens to flydubai's customers and provide timely feedback on customer trends, issues and needs.
* Maintains customer confidentiality and builds a professional rapport with customers by carefully listening and responding to customer needs.
* Responds to a high volume of telephone inquiries of customers following standard scripts and procedure.
* Follows documented disruption processes & operating procedures documenting the timeline of events and decisions taken and ensuring all relevant systems are updated.
MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS
Minimum Education Level Required
* High School Diploma
Experience Specific Requirements
* Preferred No. of Years (without Relevant Degree) - 1
Systems, Licensing, Language or Certification Requirements
* Arabic / Russian language required for some roles
CORE COMPETENCIES
* Customer Focus
* Team work
* Effective Communication
* Personal Accountability & Commitment to achieve
* Resilience and Flexibility (Can do attitude)
ISR Requirements
Reads and complies with the ISR policies of the Company and diligently reports
any weakness or incidents to the respective Line Manager or the Information
Security team. Completes all required ISR awareness sessions and follows
associated guidelines in the day to day business operations.
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