Description:
To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.
Key Result Responsibilities
- To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures
- .Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards
- .Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company
- .Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations
- Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly
- As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken
- Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales
- Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively
- Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved
- Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity
- Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance
- Performs any additional responsibilities as advised by the Line Manager/Supervisor
https://careers.airarabia.com/flyjinnah/search