Agent - Contact Center
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Key skills for this role
About the Role
flydubai is hiring a Contact Center Agent in Dubai to provide quality call center services and enhance customer experience. You will handle inquiries about flights, baggage, schedules, and rebooking, while maintaining accurate records and achieving KPIs.
Key Skills for This Role
Responsibilities
- Provide customers with timely and accurate responses for queries related to flight baggage allowance, schedules, rebooking procedures, destinations and flydubai’s overall product.
- Understand, interpret and resolve issues quickly and decisively and escalate to supervisor when necessary.
- Maintain accurate records of interactions and engagements in the appropriate systems.
- Ensure all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
- Listen to flydubai’s customers and provide timely feedback on customer trends, issues and needs.
- Maintain customer confidentiality and build a professional rapport with customers.
- Respond to a high volume of telephone inquiries of customers following standard scripts and procedure.
- Follow documented disruption processes & operating procedures documenting the timeline of events and decisions taken and ensuring all relevant systems are updated.
Requirements
- High School Diploma
- Fluent in English
- 1 3 years of experience
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience & Flexibility (Can do attitude)
Full Job Posting
Main Objective of Role
- To create a better customer experience for flydubai's passengers, leading to improved customer satisfaction, loyalty, and retention 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.
Qualifications
- High School Diploma
- Fluent in English
- Years with qualifications: 1 3 years
Competencies
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience & 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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