Agent - Contact Center

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.

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.