Agent - Contact Center

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 provides 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
• 1 - 3 years experience

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.