Agent - Contact Center

Overview

To create a better customer experience for flydubai's passengers, leading to improved customer satisfaction, loyalty and retention by providing quality call‑center services ensuring spot‑on product knowledge.

Responsibilities

• Provide customers with timely and accurate responses for queries related to flight baggage allowance, schedules, rebooking procedures, destinations and flydubai's overall product.
• Understand, interpret and resolve issues quickly and decisively and escalates to supervisor when necessary.
• Maintain accurate records of interactions and engagements in the appropriate systems.
• Ensure all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
• Listen to flydubai's customers and provide timely feedback on customer trends, issues and needs.
• Maintain customer confidentiality and build a professional rapport...