Job Descripion:
The customer service agent plays a key role in providing customers with the best customer experience through the various customer service channels such as phone calls, emails (customer service and CRM interface), WhatsApp and any other customer communication tools. The customer service agent should answer customer tickets within certain SLA and act as the first level resolution point to all types of customer tickets. In addition, the customer service agent is responsible for ensuring that customer orders are fulfilled, and that customer service is provided by airport service providers.
Job Responsibilities:
- Respond promptly to customer inquiries and answer customer tickets on time and as per given time limits.
- Communicate with customers through various customer service channels such as phone, email, customer service and CRM system, social media, and WhatsApp.
- Acknowledge and resolving customer complaints.
- Acknowledge customer orders and coordinate with airport service providers on order acknowledgement, fulfillment and other pre and post service customer requirements.
- Follow up and ensure orders are both confirmed and fulfilled by airport service providers.
- Receive and update order changes and cancellations raised by customers as per the terms and conditions.
- Initiate and follow up on the customer refund process.
- Know and understand all airport services offered to customers inside and out to answer questions and resolve issues.
- Provide the internal stakeholders with customer feedback and contribute to customer FAQ.
- Provide customers with answers to questions related to placing and confirming orders (online and off-line orders).
- Keeping records of customer interactions, transactions, comments and complaints.
- Activate customer annual memberships, onboard new members, and manage the relationship with members.
- Activate and deactivate B2B accounts.
- Maintain a positive, empathetic and professional attitude toward customers at all times.
- Communicate and coordinating with colleagues as necessary.
- Ensure customer satisfaction and provide professional customer support.
- Provide feedback on the efficiency of the customer service process.
Job Details
| Posted Date: |
2019-05-06 |
| Job Location: |
Casablanca, Morocco |
| Job Role: |
Customer Service and Call Center |
| Company Industry: |
Airlines/Aviation |
Preferred Candidate
| Career Level: |
Entry Level |
| Nationality: |
Morocco |
| Degree: |
Bachelor's degree |
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