Coordinator - Customer Engagement - 22000461
United Arab Emirates
Closing Date: Jul 4th 2022
MAIN OBJECTIVE OF ROLE
To create an exceptional customer experience for flydubai passengers across
all our digital channels. You will be responsible for engaging the customer,
premium/special assistance customer, media and service provider in the
traditional email sphere with the aim of engaging with customers and
addressing and resolving issues in a timely manner. You will look to push the
boundaries of customer care through engagement, providing relevant information
and interacting positively amongst the customer communities.
KEY RESPONSIBILITIES
* Responds to interactions and engagements with customers and third parties in real time in the digital customer communications channels. Acts as a liaison in this space across all digital channels; participates in conversations, answers questions, offers solutions to resolve customer complaints and enquiries.
* Ensures the flydubai brand is represented in interactions and engagements with customers, replying in a clear, accurate, concise and positive manner in line with our brand values and Customer Services Quality standards. Understands, interprets and resolves issues quickly and decisively. Monitors and supports all digital channels ensuring flydubai's reputation is maintained.
* Manages customer settlement processes to completion. Escalates and knows when to escalate issues further within the immediate and company teams.
* Contributes to maintain accuracy and relevance of the working templates and guidelines as part of the knowledge base ensuring the required quality standard is always adhered to when responding to and engaging with customers. Keeps accurate records of interactions and engagements in the appropriate systems.
* Participates actively in communications and operational updates during times of regular operations, irregular operations, disruptions or incidents by engaging appropriately with team members, stakeholders and customers.
* Keeps informed with industry trends and news and takes part in appropriate and regular training to ensure continued professional growth enabling the opportunity to exceed objectives.
MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS
Minimum Education Level Required
* High school Diploma (or equivalent)
Education / Experience Specific Requirements
* Experience in travel industry or customer service/engagement environment
* Preferred No. of Years (without Relevant Degree) - 2
Systems, Licensing, Language or Certification Requirements
* Bilingual English/Arabic or English/Russian would be beneficial
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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