Fundamental Duties
- Deal with inbound and outbound calls and so on. Establish buyer wants and successfully search and implement options in a heat {and professional} method to queries supplied by way of incoming/outgoing calls to the satisfaction of the client and to the industry-benchmarked normal of customer support excellence.
- Proactively safeguard the popularity of Gulf Air by figuring out and managing potential points as introduced and/or recognized.
- Show a constructive, options targeted angle to make sure a motivated, energized work setting for good thing about buyer, self and crew.
- Efficiently obtain KPI as decided by present company/enterprise wants on a day by day/weekly/month-to-month foundation as relevant (wants based mostly on name centre {industry} normal 80/20 requirement i.e. 80% of calls answered inside 20 seconds of being supplied).
- Be versatile and lend telephony expertise wherever wanted topic to name quantity no matter work part designated i.e. PFC, F&J and TSA all share precedence goal i.e. to clear any and all calls in queue inside KPI agreed timeframes.
- Guarantee strict compliance to schedule relating to punctuality/breaks/time maintaining/time administration according to acknowledged Contact Centre Trade wants.
- Generate income alternatives and promote Gulf Air services the place applicable/relevant and direct the client to related personnel/division to maximise recognized income alternative.
- Establish grievance calls/potential for calls to escalate and handle caller while remaining options targeted and constructive, taking all steps to safeguard the integrity of Gulf Air, maintaining the precedence of buyer retention and satisfaction because the purpose.
- Proactively e book and promote Gulf Air flights in a well timed and environment friendly method.
- Make all bookings and/or requests utilizing Gulf Air obtainable programs and publications in a well timed and environment friendly method.
- Learn, perceive, interpret and talk Trade and firm guidelines and rules which are typically made obtainable in English.
- Proactively search absolute proficiency relating to Gulf Air obtainable programs and publications.
- Make sure the passenger particulars obtained from the client are correct and take all steps crucial to make sure that programs information maintains integrity by proactively correcting/take steps required to supervise correction of errors as recognized.
- Proactively value-add to the customer support expertise by ‘going the additional mile’ for the client (i.e. supply seating requests, meal requests, wheelchairs, advise re. precedence phone numbers for top worth clients, web site handle and so on).
- Proactively promote the Falcon Frequent Flyer program, explaining advantages and arranging to ship utility types to hitch.
- Persuasively up-sell premium lessons (Falcon Gold) highlighting our wonderful service, advantages to FFP members in accruing extra miles and factors, consolation of seats and exclusivity of sure channels of our in-flight leisure system and so on.
- Proactively up-sell excessive yield lessons as means to enhance gross sales and serve pressing buyer journey necessities.
- Proactively advise clients of ticketing time restrict guidelines to keep away from NO-SHOW.
- Cancel undesirable reservations on Gulf Air, Code-Share and different airline flights when duplicate or not required or ticketing time restrict expires.
- Name passengers to determine their intention to journey, acquire ticket numbers or to convey affirmation of requests.
- Name passengers to advise them of schedule and operational adjustments whereas providing options or recommending appropriate journey preparations.
- Request, e book, change or cancel journey preparations and auxiliary providers as directed by the client.
- Request STPC the place relevant and advise the client to gather the MATO (Meal and Transportation Order) on departure.
- Preserve abreast of adjustments which are made to the Reservations, Fares, Ticketing, FFP and Excursions procedures.
- Proactively search present product data and knowledge, and skim all data made obtainable to enhance data and high quality of service.
- Reply normal inquiries utilizing all sources obtainable and seek the advice of a Group Chief or different supply of data when crucial.
- Grow to be totally aware of the TIMATIC system and reply all Visa, Well being and normal inquiries.
- Motion and clear all gadgets on queues in a well timed and environment friendly method in order that applicable and well timed responses are given and/or PNRs are up to date.
- Observe up with Yield or CRC on medical, particular requests i.e. BSCT and so on.
- Deal with teams and particular person motion together with Hajj and Omra or holy locations actions all year long.
- Apply system-fall again procedures when the system is down by making notes of passenger necessities and calling them again as soon as the system is again to regular.
- Motion telexes and talk with airports the place wanted.
- Deal with employees inquiries and reservations wants.
- Deal with any work assigned or delegated by supervisors/managers.
Abilities Required
- Wonderful oral and written communication expertise in Arabic and English.
- Any further skilled, oral and written language talent is benefit.
- Wonderful interpersonal expertise.
- Skilled Telesales & Telemarketing expertise required.
- Skilled and courteous demeanor
- Skill to multi-task in a fast-paced, high-volume setting
- Wonderful problem-resolution expertise
- Robust programs expertise
- Flexibility in responding to alter or enterprise wants
- Skill to accommodate non-traditional work schedules
- Endurance
- Willingness to assist friends
- Wonderful attendance and punctuality
- Good crew participant
- Skill to be taught, retain and apply massive quantities of product, process, coverage and system data
- Skill to satisfy established productiveness, effectiveness, coaching, gross sales and high quality targets
- Skill to work in a highly-structured setting – take scheduled lunches and breaks
- Skill to just accept and incorporate constructive suggestions to enhance efficiency.
Expertise
Some Coaching or expertise in a name heart, ticketing, reservations, and journey commerce or customer support setting is an added benefit.Schooling & Coaching
- Highschool diploma.
- Tertiary {qualifications} most well-liked.
- Proficiency in English and Arabic is important.
- Laptop literate (Home windows).
| Vacancy Title | Location | Closing Date |
| RESERVATIONS & TICKETING AGENT – DUBAI | UNITED ARAB EMIRATES | 11-Jan-22 |
| SECURITY COORDINATOR-BANGALORE | INDIA | 11-Jan-22 |
