航空公司招收:客服人员(中文为优势)

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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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