Our aim at Etihad Airways is to deliver the very best customer service possible, time after time, and to offer a unique brand of modern Arabian hospitality that exceeds our guests' expectations.
The Contact Centre Agent’s role is responsible for delivering exceptionally high levels of service to all our guests ensuring they have a great experience every time. By optimizing guest satisfaction you will contribute to achieving ambitious yet achievable individual revenue and customer service targets.
The role requires you to operate within a fast moving environment working within a shift work environment. A high degree of flexibility is essential and you may be required to work extra hours after completion of scheduled shift and on rostered days off to support business needs.
Whether you are starting your career or looking for a new direction, the Contact Centre Agent role is a great introduction into the aviation industry with plenty of development opportunities to build a successful career,
You will benefit from first class training which won ‘Most Effective Contact Centre Foundation Training Programme’ award at the Contact Centre Association (CCA) Global Excellence Awards 2014
Support Etihad in maintaining it’s reputation as the ‘World’s Leading Airline for the sixth straight year at the 2014 World Travel Awards’.
JOB ACCOUNTABILITIES
Provide first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.
Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
Keep up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
Maintain data protection and confidentiality for both staff and customers.
Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.)
QUALIFICATION & EDUCATION, EXPERIENCE, TRAINING & KNOWLEDGE
Qualification & Education:
Essential
Education to at least secondary level is required,
Preferable
Courses in reservation and ticketing.
Experience:
Essential
Post holder will have at least 0-2 years customer service experience
Preferable
Contact centre experience
Training & Knowledge:
Essential
Excellent verbal communication skills
Fluent in English Arabic High computer literacy
Preferable
Knowledge of contact centre operations
Training in Sabre reservation and ticketing
Fluent in Arabic and additional languages
Click on THIS link to apply.
The Contact Centre Agent’s role is responsible for delivering exceptionally high levels of service to all our guests ensuring they have a great experience every time. By optimizing guest satisfaction you will contribute to achieving ambitious yet achievable individual revenue and customer service targets.
The role requires you to operate within a fast moving environment working within a shift work environment. A high degree of flexibility is essential and you may be required to work extra hours after completion of scheduled shift and on rostered days off to support business needs.
Whether you are starting your career or looking for a new direction, the Contact Centre Agent role is a great introduction into the aviation industry with plenty of development opportunities to build a successful career,
You will benefit from first class training which won ‘Most Effective Contact Centre Foundation Training Programme’ award at the Contact Centre Association (CCA) Global Excellence Awards 2014
Support Etihad in maintaining it’s reputation as the ‘World’s Leading Airline for the sixth straight year at the 2014 World Travel Awards’.
JOB ACCOUNTABILITIES
Provide first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.
Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
Keep up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
Maintain data protection and confidentiality for both staff and customers.
Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.)
QUALIFICATION & EDUCATION, EXPERIENCE, TRAINING & KNOWLEDGE
Qualification & Education:
Essential
Education to at least secondary level is required,
Preferable
Courses in reservation and ticketing.
Experience:
Essential
Post holder will have at least 0-2 years customer service experience
Preferable
Contact centre experience
Training & Knowledge:
Essential
Excellent verbal communication skills
Fluent in English Arabic High computer literacy
Preferable
Knowledge of contact centre operations
Training in Sabre reservation and ticketing
Fluent in Arabic and additional languages
Click on THIS link to apply.
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