Description
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.
Requirements
- High school Diploma (or equivalent)
- Experience in travel industry or customer service/engagement environment
- Preferred No. of Years (without Relevant Degree) - 2
- Bilingual English/Arabic or English/Russian would be beneficial