As Senior Member Service Officer, you will be responsible for establishing and ensuring smooth functioning of Privilege Club Member Service at multiple contact centers and back office centers, maintaining the highest standards and increasing members’ satisfaction working closely with Regional / Country Managers & functional heads of Ground Services and Call center.

You will also provide all relevant QR departments with policies, procedures, awareness, training and skills to deliver the relevant Loyalty commitment and will lead member enrolment across all channels.

Accountabilities

• Ensure high standards of customer service being implemented in the service center
• Adherence of SLA’s at call center.
• Ensure 85% of calls are answered within 15 seconds.
• Ensure call abandon rate is below 5%.
• Works jointly with Call Centre Managers and team to ensure service levels are being achieved and works towards corrective action if required.
• Accountable to develop customer service strategy to deliver 24/7 service, multilingual service in all Member Service Call Centers and Back Office Operations.
• Identify, create business case and implement efficient communication options for members e.g. web chat with call center.
• Responsible to provide Management with monthly report on service levels.
• Develop proposals for Service Centre changes and coordinates with Loyalty Operations Manager, to implement. Works closely with other Privilege Club departments to ensure customer expectations are met and Understood.
• Sets quality control standards and ensure standards are being met.
• Evaluate requests for waivers of FFP fees on a case to case basis members importance to QA.
• Resolve escalated member complaints to ensure and support the delivery of excellent member service. Process adherence at call center and other customer touch points

Qualifications

• Bachelor’s Degree or Equivalent
• Minimum 4 years of job-related experience in Customer Service/ Airline Reservation & Ticketing/ Customer Contact Center. Preferred 3 years in a supervisory position.
• Knowledge of reservation systems is preferred
• Customer empathy with adequate focus on commercial priorities Very focused on customer servicing
• Takes initiative, multi-tasks, and can work independently
• Strong communication and problem-solving skills
• Ability to manage and motivate staff, remotely Leadership Skills
• Mature, diplomatic and self-confident approach, with ability to operate tactfully up to the highest standards
• Ability to train and develop subordinate’s skills.
• Bi-lingual English/Arabic speaker