Job Description

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, traditional email, and phone communication to address and resolve issues promptly. The role also involves pushing the boundaries of customer care through meaningful engagement, sharing relevant information, and fostering positive interactions within customer communities. KEY RESPONSIBILITIES

Respond to interactions and engagements with customers and third parties in real-time across digital customer communication channels. Act as a liaison across all digital channels; participate in conversations, answer questions, and offer solutions to resolve customer complaints and inquiries. Represent the flydubai brand in interactions, replying clearly, accurately, concisely, and positively, aligned with brand values and Customer Service Quality standards. Understand, interpret, and resolve issues quickly and decisively, offering solutions and escalating where necessary, while following up to ensure resolution. Monitor and support all digital channels to maintain flydubaiaEUR(TM)s reputation. Manage customer settlement processes to completion. Contribute to maintaining the accuracy and relevance of templates and guidelines within the knowledge base, ensuring response quality standards are met. Keep accurate records of interactions in appropriate systems. Participate actively in communications and operational updates during normal operations, disruptions, or incidents, engaging appropriately with team members, stakeholders, and customers. Stay informed about industry trends and news, participate in training for continuous professional growth, and aim to exceed objectives. QUALIFICATIONS

Bachelor's Degree (3+ years) Experience in the travel industry, 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, reporting any weaknesses or incidents to the Line Manager or Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in daily operations. #J-18808-Ljbffr