Contact Centre Agent

Country UAE City Abu Dhabi Department Commercial Closing date 2 February 2013

Job Purpose This role is based in Abu Dhabi, United Arab Emirates and is open to only persons of Moroccan Nationality as part of a National Program and will involve relocation to Abu Dhabi. The objective is to attend to guest calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimise guest satisfaction and achieve revenue and customer service individual targets. Responsibilities Provide first call resolution for all guest enquiries and online booking engine support through application of technical expertise in reservations, ticket issuance and re-issuance. Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty. Keep up to date on Etihad's products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills. Achieve individual revenue and customer service targets to support delivery of team/departmental targets. Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes. Maintain data protection and confidentiality for both staff and customers. Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.) Requirements Qualification & Education: Education to at least secondary level is required, preferably with courses in reservation and ticketing. Experience: Post holder must have at least 1-2 years customer service and/or contact centre experience, ideally at least one year of which in airline reservations. Training & Knowledge: Knowledge of contact centre operations Training in Amadeus reservation and ticketing Excellent verbal communication skills Fluent in English and Arabic and other additional languages an advantage High computer literacy

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