Customer Service / Call Center

Description:

Lead a team of customer service agents by providing operational and supervisory support and specialised business expertise on a day to day basis including usage of relevant motivational, training, management and communication techniques in order to achieve the departments customer service and revenue targets.

Key Responsibilities and Accountabilities

Provide on-job training to new joiners and regularly conduct briefings to update the team on necessary operational changes and latest promotions, changes in airline trends, new products and services. Identify training requirements, maintain records and nominate staff for suitable training, to ensure they are equipped to provide a professional service at all times.
Conduct Performance Matters (PM) Reviews for the Team, ensuring that Objectives and Development plans are clearly defined. Utilise PM as a tool for the development of staff skills that will result in the best possible service delivery to clients.
Ensure that all customer complaints/discrepancies received are logged and objectively investigated, recommendations are made to line manager or corrective action is taken. Monitor the quality of service delivered in the Unit to ensure customer satisfaction and loyalty.
Key Competencies

Initiative and commitment to achieve
Problem solving and decision making
Organising for results
Adaptability and innovation
Leadership
Business awareness

Requirements:

QUALIFICATIONS & EXPERIENCE

‘A’ level education with a minimum of 1 year experience on the mentioned role
Interpersonal ability, team management, telephone and customer service skills.
Proficient in MS Office applications i.e. word and excel.
Strong verbal and written English is a must. Spoken Arabic or any other foreign language would be an advantage.

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