Team Supervisor
Airarabia
Total years of experience :12 years, 11 Months
* Update all agents with their revenue, adherence and performance.
* Daily track the overall call center performance.
* Assist agents to handle some cases.
* Monitor the agents to update their quality level.
* Find agent mistakes from the records and solve it to the passengers when they complain.
* Notify all airarabia flights for any schedule change and solve passenger's issues because of those changes.
* Handle all airarabia out stations emails and find a solution for them
* Connect and rebook misconnected passengers because of planned and unplanned delays.
*Takes calls from customers, potential customers, suppliers, agents and other making enquiries regarding the services and products of Air Arabia.
* Complete flight booking forms, prepare change of details, and issue flight ticket orders, using computers.
* Confers with customers by telephone in order to provide information about products and services, to take orders or cancel reservations/accounts, or to obtain details of complaints.
* Determines charges for services requested, collect deposits or payments, and/or arrange for billing.
* Obtains and examines all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions.
* Refers unresolved customer grievances to designated departments for further investigation.
* Resolves customers' service or billing complaints by performing activities such as refunding money, and adjusting bills.
* Checks to ensure that appropriate changes were made to resolve customers' problems.
* Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
* Gathers information regarding customer’s needs, trends developing and other data which may be of interest to Marketing and Sales departments - feeds it back to the Call Centre Manager through Team Leaders.
* Meet the monthly (Revenue, calls & quality) targets to reach the max level of punctuality & productivity
* Understand the real call center concept activities & work in achieving it.
* Responsible for staff camps and all labor camps.
* Responsible for all payment for Etisalat, Electrecity and water and all sub contracts.
* Keep all records for all payments items for all offices and all camps.
* Prepare all time sheets and mess deduction for staff and labors.