Customer Engagement Center Team Leader

Job Detail
Industry
Aviation
Functional Area:
Client Services & Customer Support
Total Position:
1
Job Type:
Full Time/Permanent ( Rotating‎ )
Department:
Commercial
Job Location:
Jeddah, Saudi Arabia
Gender:
No Preference
Age:
22 - 33 Years
Nationality:
Saudi
Career Level:
Experienced Professional
Education:
Bachelors
Minimum Experience:
2 Years(Minimum 2 years’ experience in a ‘customer first’ B2C environment)
Required Travel:
Not Required
Work Permit:
Saudi Arabia
Apply By :
Dec 3, 2020
Posted On:
Nov 3, 2020
Job Description

The CEC Team Leader is Responsible for delivering service excellence to flyadeal Customers; managing the CEC team to handle inbound and outbound queries and complaints, across multiple communications channels, optimising Customer satisfaction and flyadeal revenues.

Team Leaders are the focal point for any queries from other departments and from Agents during their shift, managing the workload to achieve revenue and complaint resolution targets.

Responsibilities:

  • Day to day supervision of the CEC teams, continually identifying and delivering cost efficiencies and revenue and process improvements.
  • Create a positive ‘Customer First’ environment within the CEC with a focus on FCR across all channels
  • Achieve Productivity, Care and Revenue targets
  • Resolve escalated Customer issues across all channels, without delay, enforcing flyadeal policies and procedures, escalating to management for further review where required
  • Directly manage and coach Officers and Agents, producing Personal Development Plans, identifying development needs to support career growth and exceed KPIs.
  • Engage with Customers on social channels using ‘flyadeal voice’, identify opportunities to ‘surprise and delight’, identify influencers for follow up by Marketing team.
  • Actively engage with management to produce own Personal Development Plan, identifying development needs to support career growth and exceed KPIs.
  • Assist in training of new joiners, ensuring all aspects of their role are clearly understood and they are able to deliver their responsibilities.
  • Maintain a thorough knowledge of all flyadeal products, services, systems and marketing campaigns, providing accurate information and responses to Customers at all times.
  • Monitor all CEC systems and dashboards, identifying issues early, escalating to relevant team without delay.
  • Ensure all data entered into flyadeal systems is accurate and within established guidelines. Responsible for system admin (incl. Queue Management and Cancelled Flight processing).
  • Monitor Customer feedback and operational issues, escalating recurring issues without delay.
  • Work with colleagues across the business to resolve complaints and refine and improve the overall Customer Journey.
  • Responsible for speedy actions during flight disruption, delivering clear accurate comms to Customers and internal teams, focus on minimising Customer dissatisfaction.
  • Communicate effectively with all members of the business in line with the company’s culture guidelines.
  • Develop strong and lasting working relationships with all airline departments to ensure the smooth operation of the business.
  • Train and develop other employees for proper succession planning and risk management.
  • Contribute to commercial roadmap to support airline goals, demonstrating leadership through the debate, development and implementation of new initiatives, channels and/or products.
  • Work with CEC Manager to continuously develop SOPs and Policies.

QUALIFICATIONS/REQUIREMENTS

Knowledge

  • Understanding of CEC and CRM technologies and latest industry trends
  • Knowledge of core airline systems and processes preferred

Education

  • Bachelor’s Degree

Experience

  • Minimum 2 years’ experience in a ‘customer first’ B2C environment
  • Able to develop and coach staff
  • Proven achievements in measured revenue and customer service KPIs

Job related Skills

  • Good presentation skills and ability and confidence to present to management level
  • Good technology focus, understanding of CRM platforms
  • Strong supervisory and coaching skills
  • Customer First attitude
  • Excellent written English and Arabic