Description
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.
Requirements
- High School Diploma
- Preferred No. of Years (without Relevant Degree) - 1
- Arabic / Russian language required for some roles