Customer Experience Agent
Nile Air -
Heliopolis, CairoPosted 3 years ago408Applicants for4 open positions
- 96Viewed
- 3In Consideration
- 0Not Selected
Job Details
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Job Description
- Provide essential services to the passengers through phone calls and answers travel-related inquiries.
- Books airline tickets for our passengers.
- Provides guidance through the appropriate airline procedures.
- Utilizes scripts/standard workflow processes.
- Communicates travel itineraries, fare rules/regulations, confirmation numbers, cancellation policies and information, upgrades, seating confirmation, and industry updates via phone, e-mail, Live Chat and Social Media to our passengers.
- Handling all type of complaints through our complaint management system.
- Tracks and follows up on all pending requests and complaints to ensure all timelines met.
- Communicates relevant updates and escalations to the designated Team Leader and team members.
- Attends ongoing training to enhance knowledge, skills, and abilities when required as scheduled.
- Performs special assignments as directed by management.
- Attends department meetings to discuss updates, industry changes, policies, client specific information, process improvements, challenges and best practices.
Job Requirements
- Relevant college qualification.
- A minimum of three years of experience in ticketing, and fare policy, preferable a pervious airline experience.
- A minimum of three years of experience in customer service with ability to meet the company’s SLA.
- A minimum of three years of experience in customer communication and interaction with customers through Social Media and difference channels.
- Strong knowledge about aviation products and technicalities.
- Advanced Amadeus user with a minimum of three years of experience.
- Excellent selling skills.
- Excellent communication skills with fluency in English.
- Proven ability to manage angry customers and complaints.
- High potential employee with ability to learn and adapt.
- Flexibility in working hours in rotating shifts, mainly night shifts.
- Ability to manage emergencies and work under pressure.
- Ability to communicate and coordinate with teammates in a proper and professional manner.
