Senior Agent - Contact Center (Business Team)

flydubai
Dubai
Full timeFunction: Administration & Executive AssistanceExperience: 2-4 yearsEducation: high_schoolSkills: ["Customer focus","Teamwork","Effective communication","Personal accountability","Resilience","Flexibility"]

Manage Business Class reservations by handling bookings, modifications, refunds, ancillary services, and downgrades while addressing passenger concerns with accurate product knowledge. Handle high volumes of inbound calls using standard scripts and procedures, manage escalations, and coordinate Online Check-In (OLCI) and pre-departure information. Resolve issues quickly, follow disruption processes, update systems, and meet customer satisfaction KPIs and service level targets.

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flydubai
flydubai
1 day ago

Senior Agent - Contact Center (Business Team)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Manage Business Class reservations by handling bookings, modifications, refunds, ancillary services, and downgrades while addressing passenger concerns with accurate product knowledge. Handle high volumes of inbound calls using standard scripts and procedures, manage escalations, and coordinate Online Check-In (OLCI) and pre-departure information. Resolve issues quickly, follow disruption processes, update systems, and meet customer satisfaction KPIs and service level targets.
Location: Dubai
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Assist Business Class passengers with bookings, modifications, refunds, ancillary services, and downgrades
  • •Handle a large volume of telephone inquiries using standard scripts and escalate as needed
  • •Coordinate Online Check-In (OLCI) and provide required pre-departure information
  • •Provide timely, accurate responses for queries on baggage allowance, schedules, rebooking, destinations, and flydubai products while prioritizing premium customers
  • •Follow disruption processes and operating procedures, maintain confidentiality, and keep systems updated

Key Requirements

  • •High School Diploma
  • •Fluent in English and Arabic/Russian
  • •Minimum 2 years of experience in a customer service role, preferably in an online contact center environment
  • •Proficient computer skills and ability to navigate multiple systems simultaneously
Experience:2-4 yearsCustomer serviceContact center
Education:High School
Skills:Customer focusTeamworkEffective communicationPersonal accountabilityResilienceFlexibility
Languages:EnglishArabicRussian

Company Brief

flydubai
Government-owned low-cost carrier based in Dubai operating short- and medium-haul international services to 100+ destinations with a fleet of Boeing 737s (expanding), focused on affordable air travel and strong partnerships including code-share with Emirates.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Dubai, United Arab Emirates
Founded: 2008
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