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Senior Customer Support – Back Office. Mail & Chat
Senior Customer Support – Back Office. Mail & Chat
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Job Details
Experience Needed: 3 To 5 Years
Career Level: Experienced (Non-Manager)
Education Level: Not Specified
Salary: 11000 To 12000 EGP Per Month, Medical, Life And Social Insurance Annual Profit Share Standby Tickets
Job Categories: Customer Service/Support
Job Description
Acts as the main contact for customers/travel agents/GSAs with respect to inquiries, information, different types of requests, complaints, etc.
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.
Provides information about products and services including policies, tickets, reservation, ancillaries, onboard products and services.
Supports travel agents on system related matters including activation/deactivation of accounts, creation of users etc.
Handles 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.
Follows up on schedule changes and sends flight disruption alerts and notifications to customers and all stakeholders using SMS and email.
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Job Requirements
Minimum High School/Diploma or equivalent in a related stream is preferred with 3+ years of related working experience in a similar role in customer service/customer support in any Call Center industry.
Possesses effective communication skills.
Demonstrates very good and effective persuasive and problem-solving skills.
Proficient in Microsoft Office.
Fluent in English & Arabic Languages
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