Junior Flights Fulfilment Agent
4 months ago
**Job Description: -**
1. Handling customers’ requests after ticket issuance (Reissue - Refund - extras).
2. Demonstrate the value of the brand and services at every customer interaction.
3. Respond to customers’ incoming tickets (Cases) and offline inquiries & Actions, providing exceptional customer service at every interaction.
4. Deliver KPIs and targets relating to customer excellence, retention, responsiveness, quality, and outbound call handling.
5. Ownership of customer queries, delivering a first call resolution & Achieve the AHT & SLA 6. Following up on existing Pending/Pending BSP/Urgent requests.
7. Handling all System failures (QCT - Failed bookings - P.P etc.)
8. Handling the queues work.
9. Excellent communication with the Airlines.
10. Audit on the Flight requests.
**Skills & Requirements: -**
1. The ability to problem-solve and work in a team environment.
2. Excellent communication, interpersonal, and customer service skills.
3. Fast learner with an ability to adapt techniques based on requirements.
4. Knowledge of CRM "Salesforce" is preferred.
5. Advanced action on GDS + LCC "Reissues, Refunds, EMD, Schedule change and queues handling".
6. Multi-tasking.
7. Amadeus/Sabre GDS experience.
8. Excellent in English written and spoken.
9. Experience in airline procedures "Flight knowledge.’
10. Rotational Shifts/Rotational Offs
**Education**:
- Bachelor's (preferred)
**Language**:
- English (preferred)
**Location**:
- Cairo (preferred)
Expected Start Date: 15/09/2024
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