Contact Centre Agent - Abu Dhabi

Country UNITED ARAB EMIRATES City Abu Dhabi Department Direct Sales Closing date 30 December 2013

Job Purpose 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 OBE (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 EY products, services, policies and procedures to ensure accurate information and correct implementation; takeinitiative to continuously enhance technical skills. Achieve individual revenue and customer service targets to support delivery of team/departmental targets. Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.). Requirements   Post holder must have at least 1-2 years customer service and/or contact centre experience, ideally at least 1 year of which in airline reservations, and ducation to at least secondary level is required, preferably with courses in reservation and ticketing. Knowledge of contact centre operations. Training in Amadeus or Sabre reservation and ticketing systems. Excellent verbal communication skills. Fluent in English and Arabic and other additional languages anadvantage. High computer literacy. Additional Website Text Please note only UAE Nationals are eligible for hire under this program.

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