Senior Customer Service Agent

As a Senior Customer Service Agent, you will be responsible for helping us achieve this ambition:

• Offers passengers the highest level of services, keeping in line with the seamless and convenient world-class experience we want to deliver to all customers and the role is for outgoing and detail-oriented personalities who are passionate about service delivery. The main duties are but not limited to; answering customer queries, giving directions, pro-actively look for possible improvement and conveying a positive image of the airport.
• Assist the Customer Service Supervisor by providing the necessary data to fill the shift report
• Ensure the efficient customers flow through the Terminal in compliances with the agreed standards and procedures.
• Supports stakeholders and business partners to ensure their business runs effectively in order to provide customer a comfortable experience.
• Proactively seeks out Terminal pressure points and prioritizes and directs resources accordingly.
• Provides clear and constant feedback to the Terminal Duty managers in the event of any disruption or facilities problem.
• Maintains a concise, clear and factual shift report to be transmitted to enable handover and tasks follow up

About you:

• High school qualification with minimum 2 years job-related experience
• Bachelor’s Degree or Equivalent with minimum 1 year job-related experience
• Ability to produce accurate work under light timescales.
• Attention to detail with ability to focus on customer service related subjects
• Good analytical skills combined with a solution oriented approach
• Ability to delegate work, set clear direction and manager workflow.
• Strong mentoring and coaching skills
• Ability to train and develop subordinate’s skills.
• Ability to foster teamwork among team members.
• Fluent in English and/or Arabic