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* Manage the company's customer care operations across all communication channels (Such as calls, email and chat) efficiently and in a timely manner
* Uphold Jetexs' brand identity and actively engage with customers to ensure that they feel supported and valued in every interaction.
* Accept ownership and identify customers/passengers/guests' complaints, inquiries, research every issue and provide alternative solutions, striving to consistently meet and exceed customer expectations.
* Keep customers/passengers/guests' satisfaction at the core of every decision and behavior.
* Adhere to the company's standard operating procedures, and document all information regarding a customer interaction appropriately, utilizing the software, databases, scripts and tools provided
* Proactively participate in identifying, reporting and escalating any issues or recommendation for service or process improvement.
* Be well versed with the most updated information regarding Jetex as a company, its services, safety protocols, and so on
* Follow the communication etiquette standards and verbiage in every interaction
* Ensure that all reports required by management are updated efficiently and in line with management requirements
* If required, assist with the training of new agents as per company standards.
* Perform all other duties assigned by Line Manager efficiently and in a timely manner.
REQUIREMENTS
EDUCATION
*
Preferably with Bachelor's Degree in Masscommunication/Administration/Business
or any related field
EXPERIENCE
* With minimum of 2 years experience as Call Center/Customer Service/Telephone Operator, preferably in Aviation/Hospitality
SPECIFIC / TECHNICAL SKILLS
* Fluent in English (both verbal and written)
* Preferably bilingual (Arabic Speaker)
* Well-versed in Microsoft Office (Word, Excel, Power point)
* Experience with contact center softwares is preferred.
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