Customer Service / Call Center

Description:

Air Arabia is looking for customer focused individual with good organizational skills and a keen attention to detail join its Call Centre team in overseeing the flight alert function, handling scheduled / non-scheduled alerts and disruptions across the Air Arabia hubs.



Key Accountabilities:


The Call Centre Notify Supervisor is responsible for supervising the day to day Notify work including optimisation of staff utilisation and ensuring that the technical facilities are in good working condition. He/she supports the Notify Agents by providing adequate training and actively participating in the performance management of Call Centre Agents.

In this role, the job holder oversees all communications / alerts pertaining to schedule changes ensuring that all stakeholders are kept informed through SMS and email in a timely and efficient manner. He/she is responsible for rectifying misconnections in the case of cancellations, delays and early departures based on information obtained from the relevant stakeholders as well as handling all related queries from stakeholders. He/she checks for no show with respective airports in case of flight changes, processes re-bookings, cancellation and refunds as required and follows up with Finance to ensure refunds are made as applicable. Where necessary, he/she will obtain approvals from operations to provide hotel accommodation in the case of long transits in Sharjah.

The job holder is responsible for handling cases assigned to Call Centre from Customer Relations related to passenger complaints. He/she is responsible for identifying fraudulent bookings on interline flights and taking necessary corrective actions. He/she will coordinate with the various stakeholders to resolve system related issues and ensure such issues are solved at the earliest

Requirements:

Skills:
•Must be educated to Higher Diploma level.
•One to Three years’ experience in related field.
•Good verbal and numerical reasoning, decision making and customer service skills.
•Effective written and verbal communication skills in English is a must, Arabic is an advantage.
•Ability to work in shifts and work flexible hours as required.
•Knowledge of Airport Operations would be an advantage.

Do you think you have what it takes to be part of our team? If the answer is yes, then you may apply for the position

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