Acts as the first contact for customers with respect to inquiries, information, different types of requests, complaints, etc.
Extends needed support in monitoring and improving the overall performance of the contact center teams to maximize sales, and enhance customers’ experience, and the company’s overall image
Assesses customers’ needs and channels them in the right direction ensuring timely and satisfactory closures of their cases as per company’s adopted policies and procedures. Follows up with customers and internal departments as necessary.
Supports the Contact Center teams by responding to customer inquiries raised from different channels such as: website, email, social media, on-line chat and messaging applications.
Provides accurate information about products and services including tickets, reservation, ancillaries, on-board products and services.
Executes and reflects new approaches and techniques in sales and customer service that serve to enhance productivity and quality of service, increase sales and promote business.
Supports revenue generating by capturing sales leads and converting them to reservations.
Contributes to the achievement of team goals in sales and service level by assisting them achieve set targets and by providing guidance and information on inquiries, modifications, cancellations and customer complaints to ensure customers’ satisfaction.
Develops/maintains effective and good relationships with other departments and stakeholders to ensure their support when needed.
Keeps abreast with market trends in sales and customer services; recommends implementations to improve performance and enhance customers’ experience.