Air
Arabia recrute 10 Téléconseillers Clients -
Casablanca
Secteur
d'activité :
Tourisme / Voyage / Loisirs
Région : Casablanca et région
Type de
contrat : CDD
Postes proposés : 10
Entreprise
:
Air Arabia
(PJSC), listed on the Dubai Financial Market, is the Middle East and North
Africa’s first and leading low-cost carrier flying to over 150 destinations
across the world. Air Arabia was the first airline to introduce the low-cost
carrier concept in the region and is on a mission to serve all Arab countries
and beyond, constantly undergoing aggressive route expansion, taking advantage
of its ideally located hubs in the United Arab Emirates, Morocco and Egypt.
Over the past years, Air Arabia, through continuous market research and
customer feedback, has provided a range of value added services to millions of
passengers who chose to fly with the airline's fleet of A320 aircraft. The
airline commenced operations in October 2003 and achieved financial break-even
from its very first year of services and has been profitable ever since. The
airline commenced operations in October 2003 and achieved financial break-even
from its very first year of services and has been profitable ever since.
Présentation
de l’entreprise
Air Arabia
Maroc est membre du groupe Air Arabia. Basé à Casablanca, Air Arabia Maroc est
le premier transporteur à bas coût (LCC) du Maroc. La compagnie aérienne a été
lancée en avril 2009 et se concentre sur une offre qui allie confort, fiabilité
et un excellent rapport qualité-prix.
Adresse
de l’entreprise. 04 Rue Carthage, Quartier les Iris, Casablanca
Raison
social de l’entreprise :Air Arabia Maroc
Secteur
d’activité.Compagnie
aérienne
Poste :
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 :
Qualifications,
Experience and Skills
- 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.
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