The Emirates Group Job for Customer Service Agent

Customer Service Agent - 160000B5  Job Purpose   Key Responsibilities and Accountabilities       Handle customer contacts that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to provide to meet the requirements of the customer. You will be expected to achieve the individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour       Provide customers with specific and accurate product and service information to maintain quality service provision for all Contact Centre accounts       Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all Contact Centre customers       Have the capability to work on different Contact Centre accounts on a simultaneous basis to enhance overall Contact Centre productivity       Achieve or surpass a set call Quality score on a weekly and monthly basis which will involve having calls recorded and assessed by a Quality officer / Team Leader, followed coaching and feedback       Stay fully knowledgeable on all aspects of each Contact Centre account. Subject matters include but are not limited to revised Standard Operating Procedures, new products and promotional campaigns       Ensure 100% accuracy when completing Contact Centre account related call logs / customer case logs for every call handled Key Competencies       Customer Service Orientation       Initiative & Commitment to Achieve       Attention to detail and Quality       Organising for Results       Effective Communication       Team Work   Qualifications & Experience   Minimum requirements: Qualifications:       10 years of schooling or equivalent       Fluency (oral and written) in English Experience:       Previous experience in the contact centre industry would be preferable Knowledge:       PC based skills to operate Windows package including Microsoft Word/ Excel/Outlook Additional Skills:       Demonstrate excellence in customer service and sales by achieving specified performance standards       Have a positive attitude to delivering excellence in customer service in a contact centre environment       Adhere to set work schedules to ensure correct staffing levels at the Contact Centre are maintained       Have a mature attitude coupled with high degree of work ethic       Have an enthusiastic and confident telephone manner with a ‘smile in the voice’       Be self-motivated and able to apply initiative to solve problems       Be effective in a team-based environment and supportive of team objectives       Communicate information effectively in a friendly and supportive manner       Show the ability and willingness to undertake intensive training in complex products Ideal:       Spoken Arabic language skills would be an added advantage  Salary and Benefits For more than five decades, dnata has established itself as an industry innovator in the Middle East, with products and services covering every aspect of the travel industry. We provide comprehensive travel services for individuals, companies and the travel trade across 27 countries. We manage everything from business and incentive travel to worldwide tour operations, including leisure, sports and active holidays. Today, our travel business represents over 30 different airlines across the region, supplies 24/7 contact centres and offers the world's best travel products and services to Corporate travellers, Leisure travellers, and the travel trade across the GCC. We are one of the world’s largest air services providers with over 20,000 employees across five continents. Part of the Emirates Group, we offer ground handling, in-flight catering, cargo and travel services in 38 countries around the world. Our Global Call Centre services spans across 4 continents managing more than 100,000 Default text to be providedDefault text to be providedDefault text to be provided  Job Category : Travel/ Ticketing & Reservations Primary Location : Philippines Job Posting : 11-Feb-16, 8:37:14 AM Closing Date (GMT +4) : Ongoing