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Job Detail
Industry
Aviation
Functional Area:
Client Services & Customer Support
Total Position:
1
Job Type:
Full Time/Permanent ( First Shift (Day) )
Department:
Commercial
Job Location:
Jeddah, Saudi Arabia
Gender:
No Preference
Nationality:
Saudi
Degree Title:
any
Career Level:
Entry Level
Education:
Bachelors
Minimum Experience:
2 Years(Minimum 2 years’ experience in a similar role, Proven experience in quality management and training)
Required Travel:
Not Required
Work Permit:
Saudi Arabia
Apply By
:
May 8, 2023
Posted On:
Feb 8, 2023
Job Description
Responsibilities:
Create and develop quality scripts for inbound calls, covering sales queries and customer care.
Create and develop scoring criteria for public email & social media correspondence.
Evaluate an agreed number of calls, social conversations and emails, per Agent/Officer each month against the agreed scripts and standards.
Co-ordinate weekly calibration sessions with CEC Team Leaders and Management to ensure quality assessments are aligned and identify improvements to process / criteria.
Produce weekly and monthly reports on the standards achieved by each Agent / Officer, identifying any specific issues or training requirements.
Develop and deliver quality training programmes.
Deliver accurate on-time reports on quality scores, training and issues.
Provide Management with daily, weekly and monthly reports from the CEC systems, analysing the data to identify trends and recommend improvements.
Support Management with new / improved workflows within CEC systems
Communicate guidelines with regards to quality standards and improvements, ensuring CEC Team understand the impact of their communications with flyadeal Customers.
Identify and escalate issues which affect team efficiencies and service to flyadeal Customers.
Contribute to commercial roadmap to support airline goals, demonstrating leadership through the debate, development and implementation of new initiatives, channels and/or products.
Communicate effectively with all members of the business in line with the company’s culture guidelines.
Dear Applicant , Please note that applying is limited for two active positions only. Do you want to continue ?
Disclaimer
Dear Job Seeker,
Please note that Recruitment Policy in CITC is based on its Recruitments for Talent that full fills specific Job Requirements.
We look for hiring those who possess the abilities and qualification required by the Job.
Therefore, the Recruitment will not be based on the order of Application rather on Vacant Position and their requirements.
I acknowledge that all the enter information is valid, and I am responsible for its validity. And CITC has the rights to use it in evaluation of my application. CITC also can reject my application if it is repeated or contains in valid information.
