MAIN OBJECTIVE OF ROLE
To ensure continuous improvements of the customer experience and service standards throughout the customer support functions, reduce complaints, and maximize customer satisfaction by encouraging and enforcing a first-class service culture.
KEY RESPONSIBILITIES

• Drives team performance and delivers on critical performance measures including team productivity, efficiency and quality.
• Focuses on following processes, delivering in a timely manner and delivering high standards of accuracy and efficiency.
• Assists the team in adjusting and responding to change, maintaining teamwork effectiveness during changing situations.
• Recommends improvements to processes and procedures to improve overall performance, results, and customer experience.
• Provides guidance, directions and feedback to team members on handling of difficult customer issues and helps resolve challenging customer issues.
• Manages disruption events by executing approved disruption procedures and communication plans, providing timely operational updates and alerts to impacted stakeholders while documenting the timeline of events and key decisions.
• Coordinates Group and VIP movements, informing all stakeholders and makes sure that passengers are handled correctly.
• Provides daily briefs to staff about specific customers that would help improve customer experience.
• Monitors emails/calls for quality and customer service.
• Liaises with other departments throughout the business to develop solutions for recurring customer issues in order to reduce emails, complaints and escalations.

QUALIFICATIONS

• Bachelor’s Degree (3+ years)
• Fluent in English & Arabic
• Minimum of 2 years’ experience working in airline operations is desirable.
• Knowledge SalesForce, ARMS and MS
• Years with qualifications: 3 -5 years, Years without qualifications (if applicable): 5 - 7 years

COMPETENCIES

• Knowledge SalesForce, ARMS and MS
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)
• Inspiring & Developing Others

ISR REQUIREMENTS
Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.