Customer Service Agent

Full job description

Job Purpose: dnata Travel Group, represents the travel division of dnata, one of the world’s largest air and travel services providers. C onsisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

As a Customer Service Agent - Visa Services , you will handle a broad range of customer contacts, namely e-visa services processing via telephone, e-mail or fax for the dnata outsource Visa business. And to provide excellent customer service to existing as well as new third party accounts and therefore further strengthen and grow the outsourcing business.

In this role, you will:

Handle visa services that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to meet the requirements of the customer. Achieve individual Key Performance Indicators (KPIs) for any specific visa services account to ensure agreed service levels are met.

Handle different requests on a simultaneous basis to enhance overall visa services productivity

Achieve or surpass visa processing target as per dnata standards. This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of visa service is achieved and maintained.

Ensure accuracy when completing visa related services.

Ensure knowledge is up to date and accurate on all aspects of each accounts products/service. Subject matters include but are not limited to revise standard operating procedures, new products and promotional campaigns. In order to maintain quality service provision for all accounts.

Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers

Qualifications & Experience: To be considered for the role, you must meet the below requirements:

1+ Year customer service experience

10 Years schooling or equivalent

Experience in the visa services industry Knowledge/skills: Fluency in written and spoken English is a must Basic knowledge of Microsoft office packages Excellent sales skills Professional telephone etiquette Effective Communication skills Spoken Arabic language skills.

Industries: Airlines/Aviation

Function: Others