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Flight Customer Support Team Leader

Almosafer
Mohandessin, Giza
Posted 7 years ago
164Applicants for1 open position
  • 148Viewed
  • 9In Consideration
  • 138Not Selected
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Job Details

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Job Description

  • Investigate customer's problems and find solutions.
  • Communicate with customers via phone, email, or letter.
  • Hire, train, and terminate customer service agents.
  • Provide scripts to read from during phone calls.
  • Handle major incidents that cannot be resolved by agents.
  • Resolve complaints and order issues.
  • Ask customers to provide feedback on agents and customer service experience.
  • Keep abreast of new company products and services.
  • Oversee product exchanges and returns.
  • Analyze data and statistics.
  • Compile and print reports on overall customer satisfaction.
  • Isolate and identify areas of improvement.
  • Train agents on how to adequately address problem over the phone or how to write correspondence.
  • Work with management on customer service initiatives.
  • Utilize social media to respond to customer complaints and praise.

Job Requirements

  • Minimum of 1 year relevant experience within a Customer Support environment.
  • Experience 2-4 years in the travel industry.
  • Minimum of 1 year experience in Amadeus GDS.
  • Proficiency in English.
  • Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescales.
  • Ready to travel internationally to fulfill any required tasks.
  • High standard of computer literacy, including experience of setting up reports to show performance and progress against department KPIs.
  • Demonstrate ability to communicate information and develop individuals to improve their knowledge and skill set.
  • Excellent knowledge of leadership methods and techniques.
  • Working knowledge of customer support software, databases and tools.
  • Ability to think strategically and to lead a team of CSR.
  • Flexible with the rotational shifts 24/7

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JobsCustomer Service/SupportFlight Customer Support Team Leader