Air Arabia recrute Plusieurs Profils
Customer
Care Agents – Casablanca
Efficiently
handles customers’ complaints related to mis-handled baggage in the
corresponding station ensuring all the claimed/unclaimed baggage in the “lost
and found” area is identified, followed up, dispatched and/or stored timely and
adequately as per adopted procedures. Also, to bb the settlement of
customers’ claims for lost/damaged baggage to enhance the customers’ experience
and ensure their satisfaction.
Key
Result Responsibilities:
1.
Establishes and maintains effective working relationships within workplace both
internally with sales, travel services agents, check-in agents, GHAs, Airport
Authority, and Customs in order to ensure smooth workflow and proper handling
of customers.
2. Performs
an efficient Baggage handling, monitors all telexes and emails related to
mis-handling of passengers’ baggage and actions accordingly as per adopted
procedures and in line with reservation eligibility.
3. Initiates
secondary and final tracing of all mishandling baggage where necessary ensuring
all necessary documents are verified and collected from and/or provided to
customers.
4. Assists
the Customer Services Supervisor/Airport Supervisor in the respective station
in re-forwarding mishandling baggage to destination once identified.
5. Carries
out the necessary arrangements and coordination with different parties such as
transport, security and customs to clear the baggage and safely deliver to
stores.
6. Directs
passengers to the respective store where the “lost and found” baggage are kept
and assists them in tracing their baggage in accordance to the
documents/evidences provided.
7. Handles
the transportation/shipping of the baggage identified in the “lost and found”
and claimed by the customer in a proper and adequate manner to ensure delivery
as requested by the owner.
8. Liaises
with the airports where unclaimed baggage is found to facilitate the forwarding
of the same to the hub as per adopted formalities and procedures.
9. Retrieves
the data and necessary information related to the unclaimed baggage and feeds
the same into the baggage system for referral when and as needed.
10.
Maintains a record of all the mishandled baggage files and data and provides
the respective parties handling claims and insurance in order to facilitate the
settlement of passengers’ claims.
11. Liaises
with the insurance department on the formalities to prepare for public auction
to sell the unclaimed baggage once necessary arrangements and procedures are
fulfilled.
12. Reports
to concerned parties any event related to safety and/or security through the
internal SMS reporting system once he/she identifies, acts as advised.
13.
Organizes and maintains baggage stores at Head Office tidy and clean as per
approved standards.
14. Performs
any other duties or additional responsibilities as advised by the Line Manager.
Profil
recherché:
- Bachelor’s degree in any stream
or equivalent.
- Additional qualification in
Aviation/IATA/Tourism is a plus.
- Proficient in Microsoft Office:
Word, Excel, Power Point.
- Very good in Arabic and French
Languages.
- Good English language.
- Fresh graduates may be
considered for this role given they demonstrate the required competencies.
- 1-2 years of experience in a
customer service industry, preferably in Travel/Airline or tourism.
- Acceptable knowledge in
Airline/Travel products and services.
- Capable of understanding
customers’ problems and directing them in the right channel.
- Effective communication skills
to utilize in building sales and marketing techniques.
- Capable of identifying problems
and immediately reacting to situations of different nature such as angry
customers, complaints and special requests.
- Capable of recommending
alternate solutions to customers’ problems.
- Effective persuasive, negotiation,
and problem-solving skills.
- Ability to work for long hours
and under pressure.
- Employs interpersonal relations
to support company’s objectives.
- Demonstrates the ability to
contribute and successfully deliver against business strategy and set
KPIs.
Call
Center Agents – Casablanca
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
Accountabilities:
- 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.
- 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.
- Provides accurate information
about the company’s products and services; processes travel bookings,
modifications and cancellations on reservations.
- Handles customers’ complaints of
different nature, identifies and prioritizes problems according to
complexity, and provides immediate solutions accordingly.
- 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.
- 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.
- Ensures all key performance
indicators for customer satisfaction are achieved, including agreed
service levels, quality standards and productivity.
Profil
recherché:
- High School/Diploma or equivalent, Bachelor
Degree is preferable.
- Capable of using technology
systems and tools such as Microsoft Office.
- Good in English & Arabic
Languages & French; or spanish .
- Demonstrates the ability to
contribute and successfully deliver against business strategy and set
KPIs.
- 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.
- Capable of identifying problems
and immediately reacting to situations of different nature such as angry
customers, complaints and special requests.
Travel
Services Agent – Casablanca
Job
Purpose:
Efficiently
promotes and executes the day-to-day Air Arabia sales and customer services of
the corresponding sales shop to achieve set targets and objectives. Properly
handles/directs customers’ inquiries and complaints in the right channel to
enhance the customers’ experience and ensure their satisfaction.
Generates
extra revenue and maximizes brand visibility through building rapport with Clients
leading to loyalty. Poor performance of this role shall lead to direct drop in
sales and revenue, customers’ dissatisfaction, shrinking in market share, as
well as compromising the reputation and corporate image of the company
Profil
recherché:
- Works on promoting Air Arabia
sales and customer activities as per guidance of Supervisor/Manager and in
line with the policies and procedures, these activities include but not
limited to tickets, packages, holidays, visas, insurance, car rental, etc.
- Processes reservations, travel
bookings, and modifications on bookings for walk-in/calling customers and
agents, issues tickets and finalizes all necessary travel arrangements
thru the system.
- Implements cross-selling
techniques identified by the company to promote its products and services
and to achieve the individual target set for him/her.
- Contributes to maximizing sales
and profitability by selling ancillaries, insurance, holiday packages,
visas, and air rewards. Educates customers on all new promotions,
campaigns, special offers, and refers them to specialized personnel when
needed.
- Establishes contact with current
and potential customers to recover/enhance sales and build trust and
credibility at customers’ level. Participates in outdoor promotions and
sales blitz to promote the companys products and corporate image.
- Responds to all customers’
inquiries and handles/directs their complaints raised by visits, calls,
emails, etc. immediately and effectively ensuring a positive image of Air
Arabia is always reflected.
- Handles all customers in a
friendly welcoming attitude and refrains from any attitude that might lead
to customer dissatisfaction.
- Notifies customers with any
changes or modifications on the flights such as delay, cancellations,
others, etc.
- Performs other duties as
required by the Supervisor/Head of Sales Shops.
Experience
& Education:
- 1-2 years of experience in a
customer service industry, preferably in Travel/Airline or tourism.
- Acceptable knowledge in
Airline/Travel products and services.
- Effective communication skills
to utilize in building sales and marketing techniques.
- Capable of identifying problems
and immediately reacting to situations of different nature such as angry
customers, complaints and special requests.
- Capable of recommending
alternate solutions to customers’ problems.
- Bachelor degree in
Tourism/Management or equivalent.
- Additional qualification in
Aviation/IATA/Tourism is a plus.
- Proficient in Microsoft Office:
Word, Excel, Power Point.
- Good in English and French
Languages (Arabic where necessary).
