Agent - Contact Center

MAIN OBJECTIVE OF ROLE

To create a better customer experience for flydubais 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 provide 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.
  
  

• High School Diploma
• Fluent in English
• Years with qualifications: 1 - 3 years
  
  

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)