The Associate is responsible for delivering an exceptional end-to-end experience for direct customers. The primary objective is to manage the customer journey across all channels, including offline and online channels, providing an unparalleled customer service and an outstanding customer experience.
Key Responsibilities:
- Serve customers who visit customer centers, guide them in utilizing self-service tablets, advise them to raise requests (tickets) through the Etihad Bureau Contact Center for non-technical matters, or provide credit reports and scores in accordance with business directives, ensuring compliance with corporate-set KPIs and department-set SLAs.
- Ensure the achievement of all corporate-defined Key Performance Indicators (KPIs) for the CA section and respond to tickets within the timeframes specified by management.
- Provide a seamless and memorable customer journey while meeting the minimum customer satisfaction levels set by the company, represent AECB in a highly professional manner, and ensure that counter service is always attended.
- Ensure the accuracy of all disseminated information, aligning it with published FAQs and relevant laws and regulations.
- Coordinate with teammates to ensure uninterrupted service delivery (both in-person and virtual) in case of absence, preventing any negative impact on customer experience or reputational damage to Etihad Bureau.
- Successfully complete assigned CA projects within the specified timeframes and meet the resolution/objectives defined by the Associate Principal, collaborating with the PMO team when necessary.
- Fulfill CA functional assignments related to CA procedures, workflows, business requirement documents, or other relevant activities for the function and continuously recommend initiatives to enhance the customer experience journey.
- Handle the relationship with external partners integrating with Etihad Bureau Consumer APIs (D2C API), including effective communication, proactive follow-ups, and achieving annual revenue targets through onboarding and ongoing relationship management.
- Process company report requests received online (via email or online forms), ensuring prompt processing, payment, and delivery as per the SLAs defined by management.
- Contribute to the analysis of digital channels performance, proactively addressing failed online registrations and sales to improve the customer's digital journey, increase the number of registered online users, and recover any lost sales.
- Handle and close customer tickets on a daily basis, coordinating with internal stakeholders (IT Operations, IT Development, Finance) to ensure high-quality and superior customer experience, while meeting predefined SLAs.
- Coordinate with the Finance team to resolve refund disputes and provide customers with timely feedback.
- Monitor, review, report, and handle complaints and negative feedback shared by customers on various online channels (social media, Google/Apple App Stores, Google Business Reviews, etc.) on a daily basis, following business directives and taking appropriate actions.
- Contribute to the analysis of contact centers performance reports, suggest improvement actions, and propose enhancements to the internal ticket management system, including improvements and reclassification of categories.
- Report progress for both walk-in and digital operations on a daily basis.
- Participate in internal panels and review outcomes of focus groups to ensure alignment with customer experience values and business directives.
- The responsibilities and duties outlined above are not exhaustive and may evolve over time. The role may require additional tasks and responsibilities as assigned by the line manager or higher authorities, in alignment with organizational needs.
What We're Looking For
Education:
- Educated with at least bachelor's degree
- Proficient in English
- Strong teamwork management skills
- Excellent communication and presentation skills for all levels
- Industry certifications or specializations
- Influencing and negotiation skills
Experience:
- Minimum experience of 2 years in customer service
- Knowledge of sales and customer service principles and practices in tech or banking industries
- Strong computer navigation skills and PC Knowledge
- Able to deal with varied tasks and to work under pressure to meet deadlines and targets
- Able to work effectively and responsibly without close supervision
- Demonstrates critical thinking and problem-solving capabilities
- Able to foster a culture of collaboration, innovation, transparency, accountability, and flexibility
- Able to execute on clear strategies and corporate requirements
Why Join Us
- Opportunities for continuous learning, certifications, and professional development.
- Dedicated to building a diverse and inclusive workplace where everyone feels valued and empowered to be their authentic selves.
- Committed to building a stable, forward-thinking organization where innovation thrives.
