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Job Description
- Tracking the flight time changing and follow up with customers.
- Converting received calls into sales and delivering the best C-sat with FCR and meeting the account defined KPIs.
- Handling customer inquiries from beginning of the inquiry to its closing ( Flight tickets issue , reissue and refund )
- Optimizing customer contact opportunities.
- Adhering to the communication process and maintain AHT , ATT , ASA & ACW and all other account set metrics.
- Achieving communicates return to Q, short answered calls, and abandoned percentage communicated targets.
- Achieving quality communicated targets.
- Raising the flag to the Team Leader on issues or concerns that require escalation.
- Revise confidentiality of A.C.C.’s client’s & update the customer data if it is needed.
- Carrying responsibility for meeting communicated targets: sales, order taking, lead generation, reporting, etc.
- Contact with the airline’s hotline to follow up regarding any case facing the customer and investigate to identify the reason that leaded to customer disappointed.
- Advice the customer the best opportunities and choices for the flight according to the customer needs.
- After sales support, the agent has to follow up with the customer if there any cancellation, refund or reissue case until the problem will be solved.
Job Requirements
- Amadeus certificate is must ( ( Basic & Advanced )
- Military Service Status Should Be Identified For Males.
- Excellent Communication Skills.
- Ability to interact, communicate and negotiate effectively
- Good in written and spoken English.
- Work Under Pressure.
