Customer Service / Call Center

Description:

Purpose
To handle incoming or outgoing customer calls for for our airline business. He/She would handle account inquiries, customer complaints or support issues.

Main Responsibilities
• Takes calls from customers, potential customers, suppliers, agents and other making enquiries regarding the services and products of Air Arabia.
• Complete flight booking forms, prepare change of details, and issue flight ticket orders, using computers.
• Confers with customers by telephone in order to provide information about products and services, to take orders or cancel reservations/accounts, or to obtain details of complaints.
• Determines charges for services requested, collect deposits or payments, and/or arrange for billing.
• Obtains and examines all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions.
• Refers unresolved customer grievances to designated departments for further investigation.
• Resolves customers' service or billing complaints by performing activities such as refunding money, and adjusting bills. Seeks approval of the Team Leader where applicable.
• Checks to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Gathers information regarding customers needs, trends developing and other data which may be of interest to Marketing and Sales departments – feeds it back to the Call Centre Manager through Team Leaders.
• Meet the monthly ( Revenue, calls & quality ) targets to reach the max level of punctuality & productivity
• Understand the real call center concept activities & work in achieving it.

Requirements:

Desired Profile
• Candidate should ideally have completed High School
• Good Computer skills.
• Should be proficient in both Arabic and English.
• Should be analytical with good Math skills.

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