UAT-TEST Support Agent

Jobs2Web; Karachi Division; On-site; PKR 600,000 - 900,000; Full time

Job summary

Jobs2Web in Karachi is seeking a capable customer service professional to act as the focal point for inquiries, complaints, flight alerts and disruptions across the network. The role involves assisting in monitoring systems and supporting agents to ensure a high level of customer experience.

The candidate should have 2+ years of experience in customer service or aviation-related roles, and be fluent in English and Arabic.

Qualifications

• 2+ years of related customer service experience in a service industry.
• Cost-oriented with effective persuasive and problem-solving skills.
• Capable of understanding customers’ needs and directing them in the right channel.

Responsibilities

• Serve as the first contact for customers, travel agents and GSAs with inquiries, information, requests and complaints.
• Respond to inquiries via calls, website, email, social media, online chat and messaging apps.
• Provide accurate information about products and services including policies, tickets and ancillaries.
• Assist in handling flight disruption cases and coordinate with Operations/Dispatch for changes.
• Develop and maintain relationships with departments to ensure support when needed.

Skills

Customer service

Communication

Problem solving

Education

Bachelor degree in related field

Tools

Microsoft Office

Job description

Select how often (in days) to receive an alert:

To act as the focal point for customers/Agents/GSAs in terms of product and services inquiries, complaints, flight alerts and disruptions across the entire network.

Assists in monitoring systems, identifies and resolves problems and supports in executing action plans to increase sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

• Acts as the first contact for customers/travel agents/GSAs with respect to inquiries, information, different types of requests, complaints, etc. and ensures all communication and exchanged information are in line with Company’s standards.
• Supports the Contact Center teams by responding to inquiries raised from different channels such as: calls, website, email, social media, online chat and messaging applications.
• Assesses customers’/travel agents’ needs and channels them in the right direction ensuring timely and satisfactory closures of their cases. Follows up with customers/travel agents and internal departments as necessary.
• Provides accurate information about products and services including policies, tickets, reservation, ancillaries, onboard products and services.
• Assists in handling special class bookings related to FAM trips, barter tickets, incentives, complimentary tickets as per the agreed policies and procedures and coordinates with all stakeholders to take the necessary approvals and validations.
• Supports travel agents on system related matters including activation/deactivation of accounts, creation of users, password resets, etc. Coordinates with the relevant stakeholders and escalates any issues as and when necessary.
• Assists in handling delayed, cancelled and disrupted flights cases, in a timely and professional manner in terms of connection inquiries, availability of alternate flights, and hotel accommodation for long transits. Coordinates with Operations/Dispatch on necessary changes and approvals.
• Assists in sending flight disruption alerts and notifications to customers and all stakeholders using SMS and email alerts; rectifies misconnections in case of cancellations, delays and early departures by coordinating with Operations/Transfer Desk.
• Develops/maintains effective and good relationships with other departments and stakeholders to ensure their support when needed.
• Keeps abreast with market trends in sales and customer services; conducts customer surveys as needed and recommends implementations to improve performance and enhance customers’ experience.
• Performs any additional responsibilities as advised by the Supervisor/Line Manager.

Qualifications (Academic, training, languages)

• High School/Diploma or equivalent; Bachelor degree in a related stream is preferred.
• Capable of using technology systems and tools; proficient in Microsoft Office.
• Fluent in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).

Work Experience

• 2+ years of related working experience in a similar role in customer service or support in any service industry, preferably in aviation.
• Cost-oriented, possesses effective persuasive and problem-solving skills.
• Employs technical expertise and interpersonal relations to execute new initiatives and achieve objectives.
• Capable of understanding customers’ needs and directing 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.
• Ability to work for long hours and under pressure.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.