Agent - Contact Center

Role overview

This position is focused on delivering a smooth and positive experience for flydubai passengers through high-quality contact center support. The aim is to strengthen customer satisfaction, loyalty, and retention by offering accurate, dependable, and well-informed assistance.

Key responsibilities

• Respond promptly and accurately to customer questions about baggage allowances, flight schedules, rebooking, destinations, and other flydubai products and services.
• Assess issues, resolve them efficiently and confidently, and involve a supervisor whenever escalation is required.
• Keep detailed and correct records of customer interactions in the relevant systems.
• Work toward customer satisfaction targets and meet agreed service levels, quality benchmarks, and productivity expectations.
• Capture customer feedback, including recurring concerns, emerging trends, and service needs, and share it appropriately.
• Handle customers with professionalism, protect confidentiality, and build trust through attentive listening and clear responses.
• Manage a large number of inbound phone enquiries while following approved scripts and procedures.
• Follow disruption-management workflows and operating instructions, record event timelines and decisions, and ensure systems are updated accurately.

Qualifications

• A high school diploma is required.
• Strong spoken and written English skills are necessary.
• Applicants should have 1 to 3 years of relevant experience.

Competencies

• Customer-oriented mindset
• Collaborative team approach
• Clear and effective communication
• Accountability and commitment to results
• Adaptability, resilience, and a positive can-do attitude

Information security requirements

The selected candidate must follow the company’s information security policies, report any weaknesses or incidents to the line manager or information security team, complete all required information security awareness sessions, and apply the related guidelines in daily operations.