Customer Care Agents - Airport - Casablanca
Poste :
Efficiently handles customers’ complaints related to mis-handled baggage in the corresponding station ensuring all the claimed/unclaimed baggage in the “lost and found” area is identified, followed up, dispatched and/or stored timely and adequately as per adopted procedures. Also, to facilitate the settlement of customers’ claims for lost/damaged baggage to enhance the customers’ experience and ensure their satisfaction.
Key Result Responsibilities:
1. Establishes and maintains effective working relationships within workplace both internally with sales, travel services agents, check-in agents, GHAs, Airport Authority, and Customs in order to ensure smooth workflow and proper handling of customers.
2. Performs an efficient Baggage handling, monitors all telexes and emails related to mis-handling of passengers’ baggage and actions accordingly as per adopted procedures and in line with reservation eligibility.
3. Initiates secondary and final tracing of all mishandling baggage where necessary ensuring all necessary documents are verified and collected from and/or provided to customers.
4. Assists the Customer Services Supervisor/Airport Supervisor in the respective station in re-forwarding mishandling baggage to destination once identified.
5. Carries out the necessary arrangements and coordination with different parties such as transport, security and customs to clear the baggage and safely deliver to stores.
6. Directs passengers to the respective store where the “lost and found” baggage are kept and assists them in tracing their baggage in accordance to the documents/evidences provided.
7. Handles the transportation/shipping of the baggage identified in the “lost and found” and claimed by the customer in a proper and adequate manner to ensure delivery as requested by the owner.
8. Liaises with the airports where unclaimed baggage is found to facilitate the forwarding of the same to the hub as per adopted formalities and procedures.
9. Retrieves the data and necessary information related to the unclaimed baggage and feeds the same into the baggage system for referral when and as needed.
10. Maintains a record of all the mishandled baggage files and data and provides the respective parties handling claims and insurance in order to facilitate the settlement of passengers’ claims.
11. Liaises with the insurance department on the formalities to prepare for public auction to sell the unclaimed baggage once necessary arrangements and procedures are fulfilled.
12. Reports to concerned parties any event related to safety and/or security through the internal SMS reporting system once he/she identifies, acts as advised.
13. Organizes and maintains baggage stores at Head Office tidy and clean as per approved standards.
14. Performs any other duties or additional responsibilities as advised by the Line Manager.
Profil recherché :
• Bachelor’s degree in any stream or equivalent.
• Additional qualification in Aviation/IATA/Tourism is a plus.
• Proficient in Microsoft Office: Word, Excel, Power Point.
• Very good in Arabic and French Languages.
Good English language.
• Fresh graduates may be considered for this role given they demonstrate the required competencies.
• 1-2 years of experience in a customer service industry, preferably in Travel/Airline or tourism.
• Acceptable knowledge in Airline/Travel products and services.
• Capable of understanding customers’ problems and directing them in the right channel.
• Effective communication skills to utilize in building sales and marketing techniques.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Capable of recommending alternate solutions to customers’ problems.
• Effective persuasive, negotiation, and problem-solving skills.
• Ability to work for long hours and under pressure.
• Employs interpersonal relations to support company’s objectives.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
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Call Center Agent - Casablanca
Poste :
To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.
Key Accountabilities
• Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards.
• Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
• Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
• Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
• Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
• Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
Profil recherché :
Qualifications, Experience and Skills
• High School/Diploma or equivalent, Bachelor Degree is preferable.
• Capable of using technology systems and tools such as Microsoft Office.
• Good in English & Arabic Languages & French; or spanish .
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
• Capability of understanding market trends and channeling them leading to effective customer care solutions
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Capable of understanding customers’ problems and direct them in the right channel.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
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Travel Services Agent - Casablanca - Casablanca
Profil recherché :
Key Result Responsibilities
• Works on promoting Air Arabia sales and customer activities as per guidance of Supervisor/Manager and in line with the policies and procedures, these activities include but not limited to tickets, packages, holidays, visas, insurance, car rental, etc.
• Processes reservations, travel bookings, and modifications on bookings for walk-in/calling customers and agents, issues tickets and finalizes all necessary travel arrangements thru the system.
• Implements cross-selling techniques identified by the company to promote its products and services and to achieve the individual target set for him/her.
• Contributes to maximizing sales and profitability by selling ancillaries, insurance, holiday packages, visas, and air rewards. Educates customers on all new promotions, campaigns, special offers, and refers them to specialized personnel when needed.
• Establishes contact with current and potential customers to recover/enhance sales and build trust and credibility at customers’ level. Participates in outdoor promotions and sales blitz to promote the companys products and corporate image.
• Responds to all customers’ inquiries and handles/directs their complaints raised by visits, calls, emails, etc. immediately and effectively ensuring a positive image of Air Arabia is always reflected.
• Handles all customers in a friendly welcoming attitude and refrains from any attitude that might lead to customer dissatisfaction.
• Notifies customers with any changes or modifications on the flights such as delay, cancellations, others, etc.
• Performs other duties as required by the Supervisor/Head of Sales Shops.
Experience & Education:
• 1-2 years of experience in a customer service industry, preferably in Travel/Airline or tourism.
Acceptable knowledge in Airline/Travel products and services.
• Effective communication skills to utilize in building sales and marketing techniques.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Capable of recommending alternate solutions to customers’ problems.
• Bachelor degree in Tourism/Management or equivalent.
• Additional qualification in Aviation/IATA/Tourism is a plus.
• Proficient in Microsoft Office: Word, Excel, Power Point.
• Good in English and French Languages (Arabic where necessary).
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