Supervisor - Customer Support
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Key skills for this role
About the Role
flydubai seeks a Customer Support Supervisor to drive team performance, improve customer experience, and reduce complaints. Requires a Bachelor's degree, fluency in English and Arabic, and 2+ years in airline operations.
Key Skills for This Role
Responsibilities
- Drive team performance and deliver on critical performance measures including productivity, efficiency and quality.
- Provide guidance, directions and feedback to team members on handling difficult customer issues.
- Manage disruption events by executing approved procedures and communication plans.
- Coordinate Group and VIP movements and ensure correct passenger handling.
- Monitor emails/calls for quality and customer service.
- Liaise with other departments to develop solutions for recurring customer issues.
Requirements
- Bachelor's Degree (3+ years)
- Fluent in English and Arabic
- Minimum of 2 years' experience in airline operations
- Knowledge of SalesForce, ARMS and MS Office
Full Job Posting
Main Objective of Role
- To ensure continuous improvements of the customer experience and service standards throughout the customer support functions, reduce complaints, and maximize customer satisfaction by encouraging and enforcing a first class service culture.
Key Responsibilities
- Drives team performance and delivers on critical performance measures including team productivity, efficiency and quality.
- Focuses on following processes, delivering in a timely manner and delivering high standards of accuracy and efficiency.
- Assists the team in adjusting and responding to change, maintaining teamwork effectiveness during changing situations.
- Recommends improvements to processes and procedures to improve overall performance, results, and customer experience.
- Provides guidance, directions and feedback to team members on handling of difficult customer issues and helps resolve challenging customer issues.
- Manages disruption events by executing approved disruption procedures and communication plans, providing timely operational updates and alerts to impacted stakeholders while documenting the timeline of events and key decisions.
- Coordinates Group and VIP movements, informing all stakeholders and makes sure that passengers are handled correctly.
- Provides daily briefs to staff about specific customers that would help improve customer experience.
- Monitors emails/calls for quality and customer service.
- Liaises with other departments throughout the business to develop solutions for recurring customer issues in order to reduce emails, complaints and escalations.
Qualifications
- Bachelor’s Degree (3+ years)
- Fluent in English & Arabic
- Minimum of 2 years’ experience working in airline operations is desirable.
- Knowledge SalesForce, ARMS and MS
- Years with qualifications: 3 5 years, Years without qualifications (if applicable): 5 7 years
Competencies
- Knowledge SalesForce, ARMS and MS
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience & Flexibility (Can do attitude)
- Inspiring & Developing Others
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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