Customer Service Agent (Temporary Contract)

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17000188 Requisition #
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It’s your role to create a better customer experience for flydubai’s passengers. You’re responsible for managing customer communications through chat, email, telephone, SMS, social media or any future communication channel. You’ll need to work with internal and external stakeholders to efficiently and effectively deliver the flydubai product - fixing problems for the customer to their satisfaction. You must be passionate about “Delivering better customer experience”.

KEY ACCOUNTABILITIES

Key Activities

1. Regardless of the communication channel, efficiently service customers providing accurate and timely responses. Understand, interpret and resolve issues quickly and decisively.

2. Be capable of knowing when you can handle a situation and when you should escalate them to the Customer Service Supervisor.

3. You’ll need to own the customer’s issue until the time it is resolved. This means you must pursue customer problems with internal and external stakeholders, as if they were your own.

4. Our customer’s time is valuable – your actions must be quick, efficient and accurate.

5. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

6. Ensure all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.

7. Listen to flydubai’s customers and provide timely feedback your line manager on customer trends, issues and needs.

8. Maintain customer confidentiality at all times and to build a professional rapport with customers by carefully listening and responding to customer needs.


Qualifications:


MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Qualification

• Diploma or equivalent

Experience

• Minimum 2 years in customer service field

• Airline experience would be an advantage

• Call centre experience is desirable

Knowledge / Skills

• IT Literate with good MS Word, Excel and Power point skills

Additional Requirements

• Ability to work under pressure while maintaining accuracy

• Excellent verbal and written communication skills (Russian)

• Excellent customer handling and diplomacy skills

CORE COMPETENCIES

• Customer Focus

• Team work

• Effective Communication

• Personal Accountability & Commitment to achieve

• Resilience and Flexibility (Can do attitude)
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Warning on Recruitment Fraud

flydubai is aware of a number of e-mails, letters and SMS or Whatsapp messages in circulation                 recently, claiming to be offers of employment from flydubai.


These offers often look legitimate and may include job descriptions, salary, and benefit details.

The offers then direct recipients to provide bank account details.


Although these offers may appear genuine, they are fraudulent and should be deleted                           immediately and not responded to. flydubai does not send emails, letters or other messages                   requesting your bank account details in order to process documents. flydubai will also never

refer you to a third party to process applications or visas. Official communications from flydubai

will only come from an email address ending in @flydubai.com and job opportunities with

flydubai are advertised on flydubai’s websites.


If you receive any e-mail, letter or other message which you have not requested or are expecting               and it purports to be from flydubai, please contact us at letstalk@flydubai.com and include the                 subject line “Recruitment Fraud” to confirm the authenticity of the message.

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