坐标：曼切斯特
公司：Etihad Airways
职位：Contact Center Agent
性质：Permanent, Full-time
申请方式：阅读原文，点击链接申请。（如果链接打不开，请联系小编哟）
Role Description
As a Global Contact Centre agent based in our Manchester Contact Centre, you will be the first point of contact for Etihad’s Guests and Trade Partners. You will be responsible for exceeding our Guest’s expectations, by delivering inspirational service, whilst maximizing sales opportunities on every call. You will be working in a culturally diverse environment, which handles calls from our Guests around the world 24 hours a day, 7 days a week, 365 days a year.
Job Responsibilities
Policies and Procedures
Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner
Day-to-Day Operations
Implement the day-to-day standard operations assigned to ensure compliance with the established standards and procedures. Refer to supervisor for complex tasks which may require exceptions to procedures
Safety, Quality & Environment
Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment
Specific Responsibilities
Handle calls and escalations on a first call resolution basis, to deliver exceptional customer service
Optimise revenue opportunities where appropriate whilst delivering tailored and remarkable service
Comply with set standards of customer service for inbound and outbound calls across all markets / functions in order to ensure customer confidence, satisfaction and loyalty
Complete and provide fortnightly report to Team Leader to highlight staff to be coached, training needs, feedback and hot spots
Achieve performance targets to ensure contribution to overall objectives (e.g. Global Revenue / Service Level / Complaints / Waivers / Conversion Rate targets)
Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service
Education, Experience And Requirements
Minimum High School certification
Post holder should have at least 0-2 years customer service, sales, orcontact centre experience, ideally at least 1 year of which in airline reservations
Experience in airline reservations or a travel organization also a definite advantage
Fluent in English and second or third languages in one of the following is an added advantage: Spanish, Japanese, Dutch, Mandarin & Cantonese
Skills
Communication skills - Excellent
Computer skills - Advanced
English Language skills - Excellent
Planning & Organizing skills - Advanced
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