Job purpose
To support the call center department across the entire network by handling incoming customer calls and providing information about various products and services; processing flight and holiday reservations, modifications and cancellations; Promote add-ons and other services to maximize sales and enhance customer experience to ensure productivity aligns with the company’s defined measures, policies and procedures.
RESPONSIBILITIES KEY RESULTS
* Deals with customers’ inquiries, requests and complaints in a positive and effective manner while ensuring that the company’s brand and company image is reflected in a positive manner and in accordance with approved quality standards.
*Responds to incoming customer calls related to all types of inquiries, requests and complaints in a timely and accurate manner to reflect a positive image of the company.
* Provide accurate information about the company’s products and services; Process travel reservations, amendments and cancellations to reservations.
* Handles customer complaints of various nature, identifies and prioritizes problems according to complexity, and offers prompt solutions accordingly.
* Escalate complaints as needed to the concerned parties in the call center or any other department and follow up on the actions taken.
* Promotes company products and services through cross-selling such as accessories, holiday packages, loyalty programs, etc., ensuring that monthly targets are met and thus revenue and sales increase.
* Divert lead calls to call center sales agents and field sales agents as needed and follow up with customers to ensure inquiries are answered effectively.
* Demonstrates a comprehensive understanding of the call center’s core activities and functions, and supports the team in day-to-day operations to ensure maximum productivity, flexibility, and collaboration.
* Ensures that all key performance indicators of customer satisfaction are achieved, including agreed service levels, quality and productivity standards.
* Demonstrates willingness and cooperation to learn new initiatives and methodologies that add value to overall performance.
* Performs any additional responsibilities as advised by the line manager/supervisor.
Qualifications (academic, training, languages)
* High school diploma or equivalent.
* Able to use technical systems and tools such as Microsoft Office.
* Good in both English and Arabic. (Non-Arabic speakers are considered based on direct manager approval only).
* No hearing or speech problems.
work experience
*No prior experience is required for this role; Any experience will be treated as an advantage.
* Ability to understand and direct market trends leading to effective customer service solutions
* Possesses effective communication skills that enable him to benefit from them in building sales and marketing techniques.
* Ability to understand customer problems and direct them in the right direction.
* Ability to work long hours and under pressure.
* Ability to identify problems and respond promptly to situations of various nature such as angry customers, complaints and special requests.
* Demonstrates ability to contribute and successfully deliver against business strategy and set KPIs.
Air Arabia (PJSC), listed on the Dubai Financial Market, is the first and leading low-cost airline in the Middle East and North Africa that flies to more than 100 destinations worldwide. Air Arabia was the first airline to introduce the concept of a low-cost carrier in the region and is on a mission to serve all Arab countries and beyond, and is constantly undergoing significant expansion of its route, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco, Egypt and Jordan. Over the past thirteen years, through continuous market research and customer feedback, Air Arabia has provided a range of value-added services to the millions of passengers who have chosen to fly on Air Arabia’s A320 aircraft. The airline commenced operations in October 2003 and has achieved financial break-even since its first year in services and has been profitable ever since.