موظف خدمة عملاء

Customer Service Agent will deliver a positive, customer-first experience by handling customer enquiries efficiently, resolving concerns professionally, and providing accurate information about flyadeal products, services, policies, and procedures.

The role supports customers across their journey while contributing to service quality, productivity, and revenue targets. The Customer Service Agent will also assist with flight disruptions, customer complaints, and operational issues to help ensure a smooth and consistent customer experience.

Key Responsibilities

• Contribute to a positive Customer First environment within the Customer Engagement Centre.
• Handle inbound customer calls efficiently and professionally.
• Provide clear and accurate information about flyadeal products, services, policies, and procedures.
• Identify appropriate revenue opportunities while supporting customer needs.
• Meet assigned productivity, customer care, and revenue targets.
• Resolve customer enquiries and complaints and escalate complex issues when required.
• Maintain up-to-date knowledge of flyadeal products, systems, services, and marketing campaigns.
• Ensure accurate and timely data entry across relevant systems.
• Support Team Leaders with flight disruption activities, queue management, and cancelled flight processing.
• Monitor customer feedback and escalate recurring service or operational issues.
• Work with internal teams to resolve complaints and improve the overall customer journey.
• Participate in personal development activities to continuously improve performance and achieve KPIs.

Requirements

• High school certificate or bachelor’s degree.
• Experience in customer service and call handling.
• Good communication and interpersonal skills.
• Customer-focused and solution-oriented approach.
• Ability to handle customer concerns professionally in a fast-paced environment.
• Good computer and data-entry skills.
• Ability to work effectively as part of a team.