Customer Service Agent

Department: Customer Service Center
Location: Dubai
Reporting To: Project Manager
  • Manage the company's customer care operations across all communication channels (Such as calls, email and chat) efficiently and in a timely manner
  • Uphold Jetexs' brand identity and actively engage with customers to ensure that they feel supported and valued in every interaction.
  • Accept ownership and identify customers/passengers/guests' complaints, inquiries, research every issue and provide alternative solutions, striving to consistently meet and exceed customer expectations.
  • Keep customers/passengers/guests' satisfaction at the core of every decision and behavior.
  • Adhere to the company's standard operating procedures, and document all information regarding a customer interaction appropriately, utilizing the software, databases, scripts and tools provided
  • Proactively participate in identifying, reporting and escalating any issues or recommendation for service or process improvement.
  • Be well versed with the most updated information regarding Jetex as a company, its services, safety protocols, and so on
  • Follow the communication etiquette standards and verbiage in every interaction
  • Ensure that all reports required by management are updated efficiently and in line with management requirements
  • If required, assist with the training of new agents as per company standards.
  • Perform all other duties assigned by Line Manager efficiently and in a timely manner.

REQUIREMENTS

EDUCATION

  • Preferably with Bachelor's Degree in Masscommunication/Administration/Business or any related field
EXPERIENCE
  • With minimum of 2 years experience as Call Center/Customer Service/Telephone Operator, preferably in Aviation/Hospitality
SPECIFIC / TECHNICAL SKILLS
  • Fluent in English (both verbal and written)
  • Preferably bilingual
  • Well-versed in Microsoft Office (Word, Excel, Power point)
  • Experience with contact center softwares is preferred.