Job Purpose: To handle a broad range of customer contacts, namely
inquiries/complaints via telephone, e-mail or fax for the dnata outsource
Contact Centre business. To provide excellent customer service to existing as
well as new third party accounts and therefore further strengthen and grow the
outsourcing business. Job Outline - Handle customer contacts that include, but
are not limited to, telephone calls, emails, and faxes in a professional
manner to meet the requirements of the customer. Achieve individual Key
Performance Indicators (KPIs) for any specific Contact Centre account to
ensure agreed service levels are met. - Handle different third party accounts
on a simultaneous basis to enhance overall Contact Centre productivity -
Achieve or surpass a call quality target on a weekly and monthly basis. This
will involve having calls monitored by a Quality Officer / Team Leader to
ensure a high level of customer service is achieved and maintained. - Ensure
accuracy when completing third party account related call logs and customer
case logs for all calls received. - Ensure knowledge is up to date and
accurate on all aspects of each accounts products/service. Subject matters
include but are not limited to revise standard operating procedures, new
products and promotional campaigns. In order to maintain quality service
provision for all accounts. - Identify and escalate priority issues to a Team
Leader when necessary in order to uphold quality of service to all customers
Qualifications & Experience: Experience/Qualification/Knowledge/Skills - More
than 1 year of experience in Airport Operations - 10 Years schooling or
equivalent - Experience in the contact centre industry - Fluency in written
and spoken English is a must - Basic knowledge of Microsoft office packages -
Excellent sales skills - Professional telephone etiquette - Effective
Communication skills - Spoken Arabic language skills would be advantageous
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