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Job Detail
Industry
Aviation
Functional Area:
Client Services & Customer Support
Total Position:
1
Job Type:
Full Time/Permanent ( Rotating )
Department:
Commercial
Job Location:
Jeddah, Saudi Arabia
Gender:
No Preference
Nationality:
Saudi
Career Level:
Experienced Professional
Education:
Bachelors
Minimum Experience:
2 Years(experience in commercial / operations)
Required Travel:
Not Required
Work Permit:
Saudi Arabia
Apply By
:
Jun 30, 2023
Posted On:
May 30, 2023
Job Description
Key Responsibilities:
Day to day supervision of the CEC teams, continually identifying and delivering cost efficiencies and revenue and process improvements.
Create a positive ‘Customer First’ environment within the CEC with a focus on FCR across all channels.
Achieve Productivity, Care and Revenue targets.
Resolve escalated Customer issues across all channels, without delay, enforcing flyadeal policies and procedures, escalating to management for further review where required.
Directly manage and coach Officers and Agents, producing Personal Development Plans, identifying development needs to support career growth and exceed KPIs.
Engage with Customers on social channels using ‘flyadeal voice’, identify opportunities to ‘surprise and delight’, identify influencers for follow up by Marketing team.
Actively engage with management to produce own Personal Development Plan, identifying development needs to support career growth and exceed KPIs.
Assist in training of new joiners, ensuring all aspects of their role are clearly understood and they are able to deliver their responsibilities.
Maintain a thorough knowledge of all flyadeal products, services, systems and marketing campaigns, providing accurate information and responses to Customers at all times.
Monitor all CEC systems and dashboards, identifying issues early, escalating to relevant team without delay.
Ensure all data entered into flyadeal systems is accurate and within established guidelines.
Ensure all GACA complaint is closed without any delay.
Responsible for system admin (incl. Queue Management and Cancelled Flight processing).
Monitor Customer feedback and operational issues, escalating recurring issues without delay.
Work with colleagues across the business to resolve complaints and refine and improve the overall Customer Journey.
Responsible for speedy actions during flight disruption, delivering clear accurate comms to Customers and internal teams, focus on minimising Customer dissatisfaction.
Communicate effectively with all members of the business in line with the company’s culture guidelines.
Qualification:
Bachelor’s Degree
Minimum 2 years experience in commercial / operations
Airline experience is an advantage
Navitaire apps & understanding of CX platforms & disruption technologies and latest industry trends
Understanding of airline / airport operations or experience in customer disruption handling, whether that’s been gained in a call centre or similar role.
Dear Applicant , Please note that applying is limited for two active positions only. Do you want to continue ?
Disclaimer
Dear Job Seeker,
Please note that Recruitment Policy in CITC is based on its Recruitments for Talent that full fills specific Job Requirements.
We look for hiring those who possess the abilities and qualification required by the Job.
Therefore, the Recruitment will not be based on the order of Application rather on Vacant Position and their requirements.
I acknowledge that all the enter information is valid, and I am responsible for its validity. And CITC has the rights to use it in evaluation of my application. CITC also can reject my application if it is repeated or contains in valid information.
