Agent - Contact Center
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Key skills for this role
About the Role
flydubai is seeking a Contact Center Agent to provide quality call center services, ensuring spot-on product knowledge and excellent customer experience. The role involves handling inquiries about flights, resolving issues, and maintaining accurate records.
Key Skills for This Role
Responsibilities
- Provide timely and accurate responses to customer queries about flights, baggage, schedules, etc.
- Understand, interpret, and resolve issues quickly, escalating when necessary
- Maintain accurate records of interactions in appropriate systems
- Achieve key performance indicators for customer satisfaction
- Respond to high volume of telephone inquiries following standard scripts
Requirements
- High School Diploma
- Fluent in English
- 1 3 years of experience
Full Job Posting
Main Objective
- 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
- 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
- Listens to flydubai’s customers and provide timely feedback on customer trends, issues and needs
- Maintains customer confidentiality and builds a professional rapport
- Responds to a high volume of telephone inquiries following standard scripts and procedure
- Follows documented disruption processes and operating procedures
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)
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