Call Centre Agent at Arik Air

WORKING RELATIONSHIPS

• Colleagues in different teams.
• Internal Customers, Supervisors and Call Center Manager.
• External Customers and Passengers
• Statutory bodies like FAAN, NCAA as the case may be.

Job description

PRIMARY OBJECTIVE

• To represent Arik Air in conducting inbound and outbound communication with prospects and Customers.

PRINCIPAL ACCOUNTABILITIES AND RESPONSIBILITIES

• Ensure all inbound calls are answered in a courteous and timely manner.
• Determines eligibility by comparing client information to requirements.
• Establishes policies by entering client information, confirming pricing.
• Informs clients by explaining procedures, answering questions, providing information.
• Ensure call targets are met on a daily basis which is shift compliance.
• Using appropriate escalation metrics.
• Update job knowledge by studying new product descriptions, participating in educational opportunities and trainings.
• Accomplishes sales and organizational mission by completing related results as required by the job role.
• Research required information using available resources.
• Manage and resolve customer complaints.
• Complete call logs and produce call reports at the end of the shift for target evaluation.
• Evaluate customer challenges and provide logical lasting solutions.
• Manage customer loyalty by follow–up of Customer calls.
• Manage correspondence and other management tasks.

PERSON SPECIFICATIONS

• A minimum of a Bachelor’s degree in any discipline and post NYSC qualification.
• Good and effective communication skills.
• A good knowledge on the use of Microsoft office applications.
• Ability to work independently with minimal supervision.
• Ability to work innovatively and effectively under pressure.
• A team player with the ability to work coercively with individuals from different cultural and ethnic backgrounds.
• Proactive.
• Attention to detail.
• Ability to speak foreign language is an added advantage
• Service oriented.
• Analytical and logical thinking.