Job Purpose
Support the Contact Center section across the entire network by handling inbound customer calls and providing information on products and services. Process flight and holiday reservations, modifications and cancellations, and promote ancillaries and services to maximize sales while enhancing the customer experience.
Key Responsibilities
- Handle customer enquiries, requests and complaints in a positive, effective manner, in line with approved quality standards and the company's branding.
- Respond to incoming calls on all kinds of enquiries, requests and complaints in a timely and accurate way.
- Provide accurate information on the company's products and services and process travel bookings, modifications and cancellations.
- Handle complaints of different nature, prioritize problems by complexity, and provide immediate solutions. Escalate to concerned parties when needed.
- Promote products and services through cross-selling, such as ancillaries, holiday packages and loyalty programs, to meet monthly targets.
- Convert lead calls to Contact Center sales agents and field sales agents as needed, and follow up to ensure enquiries are answered effectively.
- Meet key performance indicators for customer satisfaction, including agreed service levels, quality standards and productivity.
Qualifications
- High school diploma or equivalent.
- Ability to use technology systems and tools such as Microsoft Office.
- Good command of English, French and Arabic.
- No hearing or articulatory problems.
Work Experience
- No previous experience is required; any experience is considered an advantage.
- Ability to understand customers' problems and direct them to the right channel.
- Ability to work long hours and under pressure, and to react quickly to angry customers, complaints and special requests.
- Effective communication skills and an ability to contribute to business strategy and KPIs.
Mise en forme par Postule ·
Signaler un problème