• Manage customer service operations for the company across all communication channels (email, chat, calls) efficiently and promptly
• Jets' brand identity must be upheld and customers should actively engage with them to ensure they feel valued and supported in all interactions.
• Accept ownership and identify customers/passengers/guests' complaints, and inquiries, research every issue and provide alternative solutions, striving to consistently meet and exceed customer expectations.
• Keep customers/passengers/guests' satisfaction at the core of every decision and behavior.
• Follow the company's standard operating procedure and accurately document customer interactions using the software, scripts, databases and tools available.
• Participate actively in reporting, escalating and escalating all issues or suggestions for service or process improvements.
• Keep up-to-date with all information about Jetex, including its services and safety protocols.
• In every interaction, follow the communication etiquette guidelines and use appropriate verbiage
• Make sure that management receives all required reports promptly and in accordance with their requirements.
• Assist with training new agents according to company standards if necessary.
• All other duties as assigned by the Line Manager in an efficient and timely manner

REQUIREMENTS

EDUCATION

• Preferably with Bachelor's Degree in Mass Communication/Administration/Business or any related field

EXPERIENCE

• Minimum of two years experience in the call center/customer service/telephone operator field, preferably in aviation/hospitality

SPECIFIC/TECHNICAL SKILLS

• Fluent in English both verbally and in writing
• It is preferable to be bilingual
• Expert in Microsoft Office (Word Excel Excel Powerpoint)
• It is preferable to have experience with contact center software.