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advert blue 1 - airmate

J O B O P P O R T U N I T I E SAirmate Ltd, a newly incorporated company operating on a shift system in the provision of global customer interaction centre, business process outsourcing, and IT-enabled services in the aviation sector has opportunities for bright and highly motivated persons to fill in the positions below. If you feel you have the right profile to join our team and are ready to embrace a challenging career and work in a team to deliver outstanding customer service, this is your chance to join a forward looking main responsibility of the Contact Centre Manager will be to lead and manage the performance of the customer interaction centre operations in order to maximize operational efficiency and deliver business results.

JOB OPPORTUNITIES Airmate Ltd, a newly incorporated company operating on a shift system in the provision of global customer interaction centre, business process outsourcing, and IT-enabled services in the aviation sector has opportunities for bright

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Transcription of advert blue 1 - airmate

1 J O B O P P O R T U N I T I E SAirmate Ltd, a newly incorporated company operating on a shift system in the provision of global customer interaction centre, business process outsourcing, and IT-enabled services in the aviation sector has opportunities for bright and highly motivated persons to fill in the positions below. If you feel you have the right profile to join our team and are ready to embrace a challenging career and work in a team to deliver outstanding customer service, this is your chance to join a forward looking main responsibility of the Contact Centre Manager will be to lead and manage the performance of the customer interaction centre operations in order to maximize operational efficiency and deliver business results.

2 The Contact Centre Manager will also develop and grow the contact centre activities, whilst maintaining the same high quality standards & Experience Higher School Certificate or GCE 2 A level, at one and same sitting or equivalent Degree in any Management or IT related field Sound knowledge of Contact Centres and BPO and experience in a Management position may be an & Candidate Profile: Ability to think strategically and translate strategy into action plans and results Innovate and set up policies and procedures to deliver excellent customer service Lead a team of 150 -200 and ensure that Client Performance Metrics are met Responsible for ensuring client Service Level Agreements are implemented and met at all times and implement and maintain quality systems in line with recognized quality standards Daily operations management of the Contact Centre and ability to meet performance targets as defined Very high execution quotient.

3 Ability to close-the-loop on tasks High customer service orientation and possess excellent business acumen Excellent people skills as well as the ability to work under pressureThe main responsibility of the Head of Operations will be to coordinate the overall day to day operations of the Contact Centre with a view to ensure that service levels targets are attained as per the Service Level & Experience Higher School Certificate or GCE 2 A level, at one and same sitting or equiva-lent Degree, preferably in Business Administration, Finance, IT or any related field A minimum of 5 years working experience part of which should be at a Super-visory : Candidates having IATA/ UFTAA Certification in Fares and Ticketing and knowledge in Computer Reservation System ( Amadeus) may have an advantageJob & Candidate Profile: Manage operational teams in line with key performance indicators, develop and implement action plans to improve performance Direct the Contact centre to profitability through regular focus on sales improvement and cost reduction.

4 Strong and positive customer service attitude and ability to work in a team Highly organized and excellent planning skills Good all round communications skills, written, verbal and fully IT of Operations (Ref: airmate /HO)The main responsibility of the Head Training & Development will be to ascertain training needs, design and deliver training programmes in accordance with the Contact Centre & Experience Higher School Certificate or GCE 2 A level, at one and same sitting or equiva-lent Degree, preferably in Management/Business Administration, HR or any related field A minimum of 5 years working experience part of which should be in a hands-on Training and Delivery role.

5 IVTB Registered TrainerNote: Candidates having IATA/ UFTAA Certification in Fares and Ticketing and knowledge in Computer Reservation System ( Amadeus) may have an advantageJob & Candidate Profile: Manage the Training Centre Conduct training needs analysis for Contact Centre staffs Develop in-house training and deliver systems training courses Co-ordinate, support and monitor the quality assurance of the programme delivery Sound business knowledge of Contact Centres Strong communication and presentation skills Strong planning and organization Training & Development (Ref: airmate / HTD)The main responsibility of the Quality Assurance Officer will be to ensure that quality standards are being achieved and a good quality management framework within the company is maintained.

6 Qualifications & Experience Higher School Certificate or GCE 2 A level, at one and same sitting or equiva-lent Diploma in Management/ Quality Assurance or any related field IATA/ UFTAA Certification in Fares and Ticketing Note:Demonstrable track record in quality management (2-3 years), in a customer contact centre environment and experience in the airline industry may be an advantageJob & Candidate Profile Participate in design of call monitoring formats and quality standards. Ensure standards are in place and that all QC checks are in accordance with company standards. Maintain a quality management framework (organize calibration sessions, maintain processes, training) Use quality monitoring data management system to compile and track perfor-mance at team and individual level.

7 Design processes and deliver training Knowledge of customer care processes and techniques. Ability to work well in a team environment. Dedication to providing exceptional customer service. The main responsibility of the Administrative Support Officer will be to perform any daily administrative duties and assist the Manager in charge in the smooth running of the Contact & Experience Higher School Certificate or GCE 2 A level, at one and same sitting or equiva-lent Diploma in Management/Business Administration/HR/Finance or any related field Preferably 3 years working experience in a similar position Job & Candidate Profile Co-ordination of all in-house courses Co-ordinate any recruitment processes for the Call Centre Keep and update records of employees Ordering and storage of stationery Co-ordinate meetings Ability to work well in a team environment Dedication to providing good customer service Good time management and organization Support Officer (Ref.)

8 airmate /ASO)The main responsibility of the Customer Service Supervisor will be to supervise the direct day to day operations of a team of Customer Service Agents whilst ensuring efficient delivery of quality service as per Service Level & Experience Higher School Certificate or GCE 2 A level, at one and same sitting or equivalent Preferably 2 years working experience in a similar positionNote:Candidates having IATA/ UFTAA Certification in Fares and Ticketing and knowledge in Computer Reservation System ( Amadeus) will have an advantageJob & Candidate Profile Manage the day to day delivery of call flow and maintain calls within the Customer Service area, where possible, minimizing abandoned calls.

9 Accountable for the overall supervision of a customer service team and equipment Actively remain up-to-date on products and services, monitor, trouble shoot and provide first level support for all centre operating systems Be motivated, dynamic, well organized and able to work under pressure and odd hours including weekends and public holidays Able to demonstrate a logical approach to problem solving Sales driven to achieve and exceed set Service Supervisors (Ref: airmate /CSS)The main responsibility of the Customer Service Agent is to provide service to customers in relation to reservation, fares and ticketing and other airline-related & Experience Higher School Certificate or GCE 2 A level, at one and same sitting or equivalentNote: Candidates having(i) IATA/ UFTAA Certification in Fares and Ticketing(ii) Knowledge in Computer Reservation System ( Amadeus)(iii) Previous working experience in a similar position may have an advantageJob & Candidate Profile.

10 Report in a timely manner to the Supervisor on emerging significant client or service issues and assist in providing regular reports on the service levels achieved Professional telephone manner and play a key role in reviewing and resolving customer queries and complaints via email and telephone Excellent and effective communication (written and oral) and fluent in both English and French with preferably a third language Able and willing to work under pressure and odd hours including weekends and public holidays Good keyboard and accurate data entry skills Highly customer focused, pro-active and a great team playerInterested candidates are requested to send their applications with complete CV together with copies of academic certificates, testimonials and a recent passport-size photograph by registered post not later than 22 March 2006 and by clearly indicating the reference on the envelope.


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