Call Center Agent - Outbound

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa’s first and leading low-cost carrier flying to over 150 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco and Egypt. Over the past years, Air Arabia, through continuous market research and customer feedback, has provided a range of value added services to millions of passengers who chose to fly with the airline's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.

Company Presentation

Air Arabia Maroc is part of the Air Arabia Group. Based in Casablanca, Air Arabia Maroc is Morocco's leading Low Cost Carrier (LCC). Focusing on an offer that combines comfort, reliability and excellent value for money, the airline was established in April 2009.

Company address: 04 Rue Carthage, Quartier les Iris, Casablanca

Company name: Air Arabia Maroc

Industry: Airline company

Company Video Links: https://www.youtube.com/watch?v=nXcaeHzMwgs

Job Purpose

To actively support the Contact Center Outbound sales, services and operations across the entire network by maximizing sales and enhancing customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures highlighted in the Service Quality Manual.

Key Result Responsibilities

* Develops and demonstrates new sales approaches and techniques that serve to promote business and increase market share in three main areas: Group reservations, Holidays Packages, and Telesales.
* Maintains effective relationships with external parties acting as Group leaders (Freelancers) to support the outbound team in attracting groups of tourists and passengers thus maximizing sales and achieving targets through the contact center.
* Handles Group Accounts’ relations including inquiries, bookings, quotations, statements, timely payments, and complaints ensuring actions and communication are executed as per adopted policies and operating procedures.
* Acts as a middle point between customers, Holidays Team and vendors, mainly hotels, to coordinate and resolve all issues related to holiday packages such as inquiries, bookings, modifications, cancellations, payments, refund, etc.
* Establishes contact and negotiations with different types of customers to recover/enhance sales through managing abandoned calls and on-hold bookings, promoting ancillaries and services through up-selling, thus building trust and credibility at customers’ level.
* Initiates calls with passengers having cancelled reservations to persuade them rebook and finalize payments for held bookings; up sells ancillary products & services and registration on Airwards.
* Supports the Manager- Contact Center in the daily operations by providing on “Floor” assistance to all inbound/outbound call center agents.
* Performs any additional responsibilities as advised by the Line Manager/Supervisor.

Key Result Responsibilities - Continued

Qualifications (Academic, Training, Languages)

* High school/diploma or equivalent; Bachelor degree in any stream is preferred.
* Capable of using technology systems and tools; proficient in Microsoft Office.
* Fluent in English, French & Arabic Languages

Work Experience

* 2+ years of related working experience in a similar role in sales/customer relations in any service industry, preferably in aviation; experience with low cost airline is a plus.
* Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
* Proven record in achieving sales and meeting targets.
* Cost-oriented, possesses effective persuasive, negotiation, problem solving skills.
* Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
* Sales and marketing techniques.
* Capable of understanding customers’ problems and direct them in the right channel.
* Ability to work for long hours and under pressure.
* Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
* Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.