Coordinator - Customer Engagement

MAIN OBJECTIVE OF ROLE: To deliver an exceptional customer experience across all digital channels for flydubai passengers,actively engaging with customers, premium/special assistance customers, media, and service providers through digital channels and traditional email and over the phone communication to address and resolve issues promptly, while also pushing the boundaries of customer care through meaningful engagement, sharing relevant information, and fostering positive interactions within customer communities. KEY RESPONSIBILITIES:

• Responds to interactions and engagements with customers and third parties in real time in the digital customer communications channels. .
• Acts as a liaison in this space across all digital channels; participates in conversations, answers questions, offers solutions to resolve customer complaints and enquiries.
• Ensures the flydubai brand is represented in interactions and engagements with customers, replying in a clear, accurate, concise and positive manner in line with our brand values and Customer Services Quality standards.
• Understands, interprets and resolves issues quickly and decisively offering solutions to resolve customer complaints and enquiries (and escalates where necessary to relevant decision makers) while following up to ensure their resolution.
• Monitors and supports all digital channels ensuring flydubai’s reputation is maintained.
• Manages customer settlement processes to completion.
• Contributes to maintain accuracy and relevance of the working templates and guidelines as part of the knowledge base ensuring the required quality standard is always adhered to when responding to and engaging with customers.
• Keeps accurate records of interactions and engagements in the appropriate systems.
• Participates actively in communications and operational updates during times of regular operations, irregular operations, disruptions or incidents by engaging appropriately with team members, stakeholders and customers.
• Keeps informed with industry trends and news and takes part in appropriate and regular training to ensure continued professional growth enabling the opportunity to exceed objectives.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Experience in the travel industry or customer service/engagement environment or social media.
• 0 - 2 years
• 2 - 4 years

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.