وظائف العربية للطيران Air Arabia بالقاهرة
Call Center Agent - GoCozmo - Cairo
Key Result
Responsibilities
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.
Qualifications (Academic,
training, languages)
High School/Diploma or equivalent.
Capable of using technology systems and tools such as Microsoft Office.
Good in English & Arabic Languages; (Non-Arabic speakers to be considered based
on Line Manager’s approval only).
No hearing or articulatory problems.
Work Experience
No previous experience is required for this role; any experience would be
treated as an advantage.
Capability of understanding market trends and channeling them leading to
effective customer care solutions
Possesses effective communication skills that enable him/her utilize in building
sales and marketing techniques.
Capable of understanding customers’ problems and direct them in the right
channel.
Ability to work for long hours and under pressure.
Capable of identifying problems and immediately reacting to situations of
different nature such as angry customers, complaints and special requests.
Demonstrates the ability to contribute and successfully deliver against business
strategy and set KPIs.
