MAIN OBJECTIVE OF ROLE
To create a better customer experience for flydubai\xe2\x80\x99s passengers by providing quality call center services ensuring spot-on product knowledge.KEY RESPONSIBILITIES * Provides customers with timely and accurate responses for queries related to flight baggage allowance, schedules, rebooking procedures, destinations and flydubai\xe2\x80\x99s overall product etc.

• Understands, interprets and resolves issues quickly and decisively and escalates to supervisor when necessary.
• Maintains accurate records of interactions and engagements in the appropriate systems.
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
• Listens to flydubai\xe2\x80\x99s customers and provide timely feedback on customer trends, issues and needs.
• Maintains customer confidentiality and builds a professional rapport with customers by carefully listening and responding to customer needs.
• Responds to a high volume of telephone inquiries of customers following standard scripts and procedure.
• Follows documented disruption processes & operating procedures documenting the timeline of events and decisions taken and ensuring all relevant systems are updated.

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLSMinimum Education Level Required

• High School Diploma

Experience Specific Requirements

• Preferred No. of Years (without Relevant Degree) - 1

Systems, Licensing, Language or Certification Requirements

• Arabic / Russian language required for some roles

CORE COMPETENCIES

• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)

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.Warning on Recruitment Fraudflydubai is aware of a number of e-mails, letters and SMS or Whatsapp messages in circulation recently, claiming to be offers of employment from flydubai.These offers often look legitimate and may include job descriptions, salary, and benefit details.The offers then direct recipients to provide bank account details.Although these offers may appear genuine, they are fraudulent and should be deleted immediately and not responded to. flydubai does not send emails, letters or other messages requesting your bank account details in order to process documents. flydubai will also neverrefer you to a third party to process applications or visas. Official communications from flydubaiwill only come from an email address ending in @flydubai.com and job opportunities withflydubai are advertised on flydubai\'s websites.If you receive any e-mail, letter or other message which you have not requested or are expecting and it purports to be from flydubai, please contact us at and include the subject line \xe2\x80\x9cRecruitment Fraud\xe2\x80\x9d to confirm the authenticity of the message.

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