Coordinator - Customer Engagement
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Key skills for this role
About the Role
flydubai seeks a Customer Engagement Coordinator to deliver exceptional customer experience across digital channels, engaging with passengers, premium customers, and media. The role involves responding to interactions in real time, resolving complaints, and maintaining brand reputation.
Key Skills for This Role
Responsibilities
- Respond to interactions and engagements with customers and third parties in real time in digital customer communications channels
- Act as a liaison across all digital channels, participating in conversations, answering questions, and offering solutions to resolve customer complaints and enquiries
- Ensure the flydubai brand is represented in interactions, replying in a clear, accurate, concise and positive manner
- Understand, interpret and resolve issues quickly and decisively, escalating where necessary
- Monitor and support all digital channels ensuring flydubai's reputation is maintained
- Manage customer settlement processes to completion
- Contribute to maintain accuracy and relevance of working templates and guidelines
- Keep accurate records of interactions and engagements in appropriate systems
- Participate actively in communications and operational updates during regular operations, irregular operations, disruptions or incidents
- Keep informed with industry trends and news and take part in appropriate training
Requirements
- Bachelor's Degree (3+ years)
- Fluent in English
- Experience in the travel industry or customer service/engagement environment or social media
- 0 2 years with qualifications, or 2 4 years without qualifications
Full Job Posting
Main Objective of Role
- To deliver an exceptional customer experience across all digital channels for flydubai passengers, actively engaging with customers, premium/special assistance customers, media, and service providers through digital channels and traditional email and over the phone communication to address and resol
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 offering solutions to resolve customer complaints and enquiries (and escalates where necessary to relevant decision makers) while following up to ensure their resolution.
- Monitors and supports all digital channels ensuring flydubai's reputation is maintained.
- Manages customer settlement processes to completion.
- 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.
Qualifications
- Bachelor's Degree (3+ years)
- Fluent in English
- Experience in the travel industry or customer service/engagement environment or social media.
- Years with qualifications: 0 2 years, Years without qualifications (if applicable): 2 4 years
Competencies
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience & Flexibility (Can do attitude)
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