Customer Support Agent

Job Description

JobPurpose:

To provide customers and Contact Center teams with neededsupportin terms of product and services knowledge, flight alerts and disruptions, sales, services, and operations across the entire network; monitor systems performance, identify and resolve problems,supportin executing action plans to increase sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

CustomerSupport

• Acts as the first contact for customers concerning inquiries, information, modifications, cancellations, different types of requests, complaints, etc. to ensure customers’ satisfaction.
• Extends neededsupportin monitoring and improving the overall performance of the contact center teams to maximize sales, and enhance customers’ experience, and the company’s overall image
• Assesses customers’ needs and channels them in the right direction ensuring timely and satisfactory closures of their cases as per the company’s adopted policies and procedures.Follows up with customers and internal departments as necessary.
• Supports the Contact Center teams by responding to customer inquiries raised from different channels such as website, email, social media, online chat, and messaging applications.
• Provides accurate information about products and services including tickets, reservations, ancillaries, onboard products, and services.
• Executes and reflects new approaches and techniques in sales and customer service that serve to enhance productivity and quality of service, increase sales and promote business.
• Supports revenue-generating by capturing sales leads and converting them to reservations.
• Contributes to the achievement of team goals in sales and service level by assisting them to achieve set targets and by providing guidance and information on inquiries, modifications, cancellations, and customer complaints to ensure customers’ satisfaction.
• Develops/maintains effective and good relationships with other departments and stakeholders to ensure theirsupportwhen needed.
• Keeps abreast with market trends in sales and customer services; recommends implementations to improve performance and enhance customers’ experience.

Flight Alerts

• Handles delayed flights in terms of connection inquiries, availability of alternate flights, and hotel accommodation for long transits. Coordinates with Operations/Dispatch on necessary changes and approvals.
• Resolves customer complaints received from the Customer Relations Management Section about over bookings, fraud bookings, flight delays, flight interlining, cancellations, misconnections, etc. ensuring proper solutions are applied as per adopted policies and procedures.Escalates complaints to respective departments for settlement as needed.
• Verifies the validity and nature of complaints; processes and follows up on cancellations, refund payments, and credit reimbursements in coordination with Finance Division ensuring corrective measures are processed and applied as per adopted policies and procedures.
• Employs negotiation skills to convince internal or external partners/passengers to accept changes on flight dates for planned alerts resulting from flight overbooking; freezes bookings in case of misconnections ensuring passengers are protected on alternative flights.
• Follows up on schedule changes and un-planned notifications to all stakeholders using SMS and email alerts; rectifies misconnections in case of cancellations, delays, and early departures by coordinating with the Operations/Transfer Desk.
• Handles all correspondences related to schedule changes and keeps the stakeholders (Catering Companies, GSA’s, Call CentreAgents, SalesSupport& Sales Office) informed.
• Communicates and shares the PNLs (Passengers Name List) and ADLs (Additional Name List) about all hubs in case of errors.
• Notifies Operations with Short Connections for early departures (less than 40 minutes) that do not appear on the DCS.
• Identifies the “No-Show Passengers” due to flight changes with respective airports; modifies bookings and processes refunds; handles the re-bookings of sick passengers/ mentally unstable/ family of deceased.
• Handles network re-bookings of all (DBP), denied-boarding passengers, caused by overbookings of flights. Responds to Visa Check Team/ Outstations emails and requests related to holding PNRs due to INAD cases resulting from visa issues, blacklisted, false visa, etc.
• Monitors SMS delivery system report; coordinates with ISAsupportand IT team to rectify any errors in the reservations system or PNR's and SMS delivery failure.
• Prepares function-related statistical and performance weekly/monthly reports such as DNBs (Denied Boarding Passengers due to overbooking), Insurance Refunds, and SMS/Email sent Notifications.

Job Requirements

Qualifications

• High School/Diploma or equivalent; Bachelor's degree in Management is preferred.
• Capable of using technology systems and tools; proficient in Microsoft Office.
• Fluent in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).

Experience

• 2+ years of related working experience in a similar role in sales/customer relations in any service industry, preferably in aviation; experience with low-cost airlines is a plus.
• Possesses effective communication skills that enable him/her to utilize in building sales and marketing techniques.
• Proven record in achieving sales and meeting targets.
• Cost-oriented, possesses effective persuasive, negotiation, and problem-solving skills.
• Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives thatsupportthe company’s objectives.
• Capable of understanding customers’ problems and directing 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.

Key Performance Indicators

• Average time for closure of customer inquiries via emails, website, email, social media, online chat.
• Customer Satisfaction level via Surveys( Vs. targets)
• % Reduction in customer complaints
• % Adherence to Policies, Procedures, and Processes including re-booking. misconnections,INAD, DNB, etc. (covers quality and timeliness of alerts and notifications; no omissions)
• Accuracy of information provided to the team & agencies about product and services
• Quality of changes/improvements to current customer service techniques and processes Vs. best practices (through research of market trends) and business needs
• % adherence to Contact Center policies, procedures, and processes