Brief Description
The
overall purpose of this role is to lead a team of customer excellence centre
agents to provide superior customer experience while handling inbound and
outbound contacts. The incumbent will be the point of contact for all team
members. Key objective isto drive revenue, develop team and ensure adherence to
set quality standards and service level expectations for business impact.
Detailed Description
- Lead, guide and coach members to ensure
quality and effective handling of calls, emails, chats and accurate
ticketing.
- Audit tickets issued by reservations/FB
team on a daily basis to ensure accuracy and integrity hence safeguard
against fraud.
- Real-time monitoring of all contact
channels to ensure high efficiency levels and service excellence (Calls,
Emails and Chats)
- Ensure agents have access to support
tools, equipment, systems and stationery for effective performance.
- Ensure agents are knowledgeable on fare
rules and service charge and advise customers correctly.
- Conduct continual evaluation of processes
and procedures to inform improvement efforts on efficiency and operations.
- Foster a conducive and positive work
environment to promote team motivation for high level performance.
- Handle all escalations from agents to
successful conclusion.
- Ensure an up to date refund/reversal
tracker and proactive update of status to customers
- Uphold safety and security standards for
the office to safeguard company resources
- Forecast call volumes and plan daily
staffing levels whilst managing schedule adherence, leave days and
training absence
- Call back loyalty members who redeemed
tickets to confirm request and inspect fraudulent activities.
- Monitor for tickets re-issued and with
name change and report any suspicious activity to Customer Excellence
& Relations Manager
- Effectively liaise with other departments
to resolve customer complaints beyond purview
- Conduct call, email and chat review
sessions with individual team member on a regular basis. The audits should
be captured on the quality review forms with input from both Team Lead and
Agent
- Have the VPM, Sales and Call Traffic
board updated at all times
- Participate in project management.
- Represent customer excellence centre in
interdepartmental meetings and provide feedback an agreement reached
Job Requirements
- Degree in related Field
- O’ or ‘A’ level of education
- IATA/UFTAA Diploma/intermediate to
advance airline fares and ticketing course
- 3 years airline experience in sale and
ticketing/ Contact Center environment
- Ability to lead/guide and make decisions
- Ability to drive performance in a Contact
Center environment
Additional Details
- Teamplayer
- Good communication skills
- Excellent KQ product knowledge
- High level integrity/accountability
- Positive attitude and Customer oriented
How To Apply
