Senior Customer Service Agent

Job Description

As a Senior Customer Service Agent, you will be responsible for helping us achieve this ambition:
Offers passengers the highest level of services, keeping in line with the seamless and convenient world-class experience we want to deliver to all customers and the role is for outgoing and detail-oriented personalities who are passionate about service delivery. The main duties are but not limited to; answering customer queries, giving directions, pro-actively look for possible improvement and conveying a positive image of the airport.
Assist the Customer Service Supervisor by providing the necessary data to fill the shift report
Ensure the efficient customers flow through the Terminal in compliances with the agreed standards and procedures.
Supports stakeholders and business partners to ensure their business runs effectively in order to provide customer a comfortable experience.
Proactively seeks out Terminal pressure points and prioritizes and directs resources accordingly.
Provides clear and constant feedback to the Terminal Duty managers in the event of any disruption or facilities problem.
Maintains a concise, clear and factual shift report to be transmitted to enable handover and tasks follow up
Qualifications
About you:
High school qualification with minimum 2 years job-related experience
Bachelor’s Degree or Equivalent with minimum 1 year job-related experience
Ability to produce accurate work under light timescales.
Attention to detail with ability to focus on customer service related subjects
Good analytical skills combined with a solution oriented approach
Ability to delegate work, set clear direction and manager workflow.
Strong mentoring and coaching skills
Ability to train and develop subordinate’s skills.
Ability to foster teamwork among team members.
Fluent in English and/or Arabic