Air Arabia Recrute des Agents de Centre d’Appel (Téléconseiller)
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
About the role:
To support the Contact Center section across the 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.
As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
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.
Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
Profil recherché:
– Aucune expérience préalable n’est requise pour ce rôle; toute expérience serait considérée comme un avantage.
– Lycée / diplôme ou équivalent, un baccalauréat est préférable.
– Capable d’utiliser des systèmes et des outils technologiques tels que Microsoft Office.
– Bon en anglais et en arabe et en français; ou espagnol.
– Démontre la capacité de contribuer et d’exécuter avec succès la stratégie d’entreprise et de définir des indicateurs de performance clés.
– Capacité à comprendre les tendances du marché et à les canaliser, menant à des solutions efficaces de service à la clientèle
– Possède des compétences de communication efficaces qui lui permettent de l’utiliser dans la construction de techniques de vente et de marketing.
– Capable de comprendre les problèmes des clients et de les diriger dans le bon canal.
– Capable d’identifier les problèmes et de réagir immédiatement à des situations de nature différente telles que des clients en colère, des plaintes et des demandes spéciales.
