Senior Agent - Contact Center (Business Team)

MAIN OBJECTIVE OF ROLE: To effectively manage Business Class calls for reservation tasks, disruptions, ancillary services, and service adjustments, ensuring high\-quality service delivery and efficiently addressing passengers' concerns with spot\-on product knowledge. KEY RESPONSIBILITIES: * Assists Business Class passengers in making bookings, modifying, or refunding bookings, managing ancillary services, and handling downgrades. * Handles a large volume of telephone inquiries from Business Class passengers, adhering to standard scripts and procedures, and manages escalated calls as needed. * Coordinates with Business Class passengers to facilitate Online Check\-In (OLCI) and provides necessary pre\-departure information as required. * Delivers timely and accurate responses for customer queries related to flight baggage allowance, schedules, rebooking procedures, destinations and overall flydubai products, prioritizing premium customers and handling escalations effectively. * Understands, interprets and swiftly resolves issues, promptly escalating to a supervisor when required. * Maintains customer confidentiality and builds a professional rapport with customers by carefully listening and responding to customer needs. * Follows documented disruption processes \& operating procedures documenting the timeline of events and decisions taken and ensuring all relevant systems are updated. * Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity. QUALIFICATIONS: * High School Diploma * Fluent in English \& Arabic/Russian * Minimum of 2 years of experience in a customer service role, preferably in an online contact center environment. * Proficient computer skills and ability to navigate multiple systems simultaneously. * Years with qualifications: 2 \- 4 years COMPETENCIES: * Customer Focus * Teamwork * Effective Communication * Personal Accountability \& Commitment to achieve * Resilience \& Flexibility (Can do attitude) ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day\-to\-day business operations.