Call Center Agent - Inbound
AIR ARABIA
CDIJunior (0-2 ans)📍 Casablanca
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A propos de l'entreprise
AIR ARABIA MAROC is a moroccan based low cost carrier company which has head office in Casablanca. Created on April 2009, AIR ARABIA MAROC , part of AIR ARABIA GROUP which is the first and biggest low cost carrier in the middle east and North Africa region, operates flights through 6 moroccan airports (Casablanca, Tangier, Nador, Fès, Agadir & Marrakech) to european destinations. In order to expand its activities in Morocco.
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Vos missions
Job purpose:
To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.
Key Result Responsibilities:
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Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards.
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Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
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Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
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Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
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As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
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Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
- Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
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Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.
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Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
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Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
- Performs any additional responsibilities as advised by the Line Manager/Supervisor.
Profil recherché
Qualifications:
- High School/Diploma or equivalent.
- Capable of using technology systems and tools such as Microsoft Office.
- Good in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
- No hearing or articulatory problems.
Work experience:
- No previous experience is required for this role; any experience would be treated as an advantage.
- Capability of understanding market trends and channeling them leading to effective customer care solutions
- Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
- Capable of understanding customers’ problems and direct them in the right channel.
- Ability to work for long hours and under pressure.
- Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.