Customer Service
Job Summary
To provide a consistent quality service to the customers at any designated area to all passengers at any designated area (check-in, gates, transfer desk, special handling and FMU) that is consistent with Dnata's high service standards. The timely and efficient service provided should be in accordance to the agreed Standard Operating Procedures as well as safety and security standards set by International Civil Aviation Organisation (ICAO) and Local Airport Authorities.
• Display excellent customer service skills, teamwork and understanding to achieve customer satisfaction. Strive as part of a dedicated team to avoid complaints and earn compliments.
• Ensure excellent discipline and grooming standards are displayed at all times while on duty.
• Always adhere to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
• Ensure all equipment used at the designated work location is in good working order and report any maintenance requirements to the senior management on duty.
• Ensure that all the requests and completion remarks are updated accurately in DMIS and that all charge notes are generated and authorised for billing.
• Generate a list of pending requests from DMIS to analyse advance workload profile.
• Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken.
• Ensure that the handling requirements of the various categories of passengers (e.g. unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs etc...) have been met and that special services and facilities are provided to meet any special services requirements by the customers.
Qualifications & Experience
• O Levels or equivalent.
• 2 + years experience in a Customer Service role.
• Proficiency in spoken and written English.
• Vocational or Diploma (12+2 or equivalent) desirable but not required.
• Positive attitude with a natural ability to provide excellent service in a team environment, and when dealing with people from many cultures.
Some roles require one or more of the following:
• Fluency in French, Spanish, German, Italian, Arabic, Russian, Mandarin, Japanese.
• Reservation and ticketing experience (is adventagous).
Salary & Benefits
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund. It has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1= Dh3.66. Besides travel benefits normally associated with an airline
Customer Service Agent
Job Purpose
To handle a broad range of customer contacts, namely inquiries/complaints via telephone, e-mail or fax for the dnata outsource Contact Centre business. To provide excellent customer service to existing as well as new third party accounts and therefore further strengthen and grow the outsourcing business.
Job Outline:
– Handle customer contacts that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to meet the requirements of the customer. Achieve individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed service levels are met.
– Handle different third party accounts on a simultaneous basis to enhance overall Contact Centre productivity
– Achieve or surpass a call quality target on a weekly and monthly basis. This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of customer service is achieved and maintained.
– Ensure accuracy when completing third party account related call logs and customer case logs for all calls received.
– Ensure knowledge is up to date and accurate on all aspects of each accounts products/service. Subject matters include but are not limited to revise standard operating procedures, new products and promotional campaigns. In order to maintain quality service provision for all accounts.
– Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers
Qualifications & Experience
Qualification:
10 Years schooling or equivalent
Experience:
Airport Operations.Other : 1+ Year
Experience in the contact centre industry
Knowledge/skills:
– Fluency in written and spoken English is a must
– Basic knowledge of Microsoft office packages
– Excellent sales skills Professional telephone etiquette
– Effective Communication skills
– Spoken Arabic language skills would be advantageous
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section
Customer Service Representative
Overview of the role:
To ensure the customer is dealt with in a pleasant, professional and efficient manner providing best in class customer service and products. Ensure high level of customer satisfaction and enhancing the brand image to meet and exceed set standards. Continuously drive Customer Service Value to improve customer engagement.
What you will do:
• Achieve group revenue target for daily, weekly and monthly rentals – for the branch.
• Should maintain counter as per International Standards. Image audit and operational audit.
• Ensure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system.
• Customer Service/NPS Scores: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner.
• Manage the pre check ins daily and ensure that closing of rental is done without delay. Justification of unclosed rentals.
• Taking over a shift:
1. Check the register and POS machines tally.
2. Check the register and cash in hand tally.
3. Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4. Check vehicles physically and confirm they tally with the system.
5. Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
6. Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.
• Taking over a shift in the case of emergency leave (only one CSR in branch):
1. Backup Key with line manager will be handed over to replacement CSR.
2. Replacement CSR must sign a form for receiving branch key.
3. Replacement CSR must hand over the spare key back to supervisor at the end of the shift.
4. All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.
5. All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.
• Taking over a shift in the case of Annual leave (only one CSR in branch):
1. Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
2. Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.
3. Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)
4. CSR going on leave must take over from the replacement CSR of the branch with the same procedure.
Skills
Required Skills to be successful:
Customer service skills, Excellent communication skills, team player, planning and organization, problem solving
PC literate, hospitality background, understanding of vehicle rental will be an advantage.
What equips you for the role:
• Bachelor degree
