Job Purpose: 1. 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. 2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE
AREAS - 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: 3. MINIMUM
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Qualifications: 10 Years schooling
or equivalent Experience : Airport Operations 1+ Year Knowledge/Skills:
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 Other languages besides English:
Arabic Safety Sensitive Role: No Leadership Role: No
A successful candidate will act as the voice of Noorka, conducting calls and chats with our customers, and protecting their time by providing timely solutions to their problems. **What you will be doing** * Be responsible for ensuring the highest levels of customer service is delivered to our cus…
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