Hybrid Umrah Care & Support Executive bei AirAsia

Job Description

Job Description 

Position : Umrah Care & Support Executive

Ikhlas.com seeking a motivated and experienced Umrah Customer Support Representative to join our dynamic team. This position is responsible for managing customers umrah package booking through online channels, engaging with customers, and maintaining client relationships. The ideal candidate should have a strong understanding of basic Customer service, strategies and excellent communication skills.

Responsibility : 

• Effectively managed and maintained follow-ups with customers after their package registration to ensure a seamless experience and address any concerns or additional requirements promptly

• Response to online enquiries and engage with the customer promptly and professionally

• Build and maintain strong relationships with customers through online and offline interaction.

• Provide excellent customer service, resolving issues and offer products.

• Meet and exceed individual and team target (KPI)

• Actively involved in the Umrah operation process, providing guidance and advice to customers to ensure they are well-prepared and informed throughout their journey

• Update Umrah  industry trend for customer information

• Understand the company products to have the product knowledge and to service the customer with efficiency   

• Contribute development and execution on umrah operation strategy

• Understand the work culture of working with overseas companies

• Identify new opportunity for growth and propose innovative and customer support initiative

• Handling operations matters

• Other tasks as assigned.

Your KPIs : 

• Successfully achieved targets by ensuring timely follow-up on Umrah package payments and receiving all required documentation within the given deadlines.

• Demonstrated the ability to efficiently manage and complete the entire operational process from start to finish, ensuring smooth execution and timely delivery of services

• The ability to reach good customer satisfaction service by giving out the needed information and good engagement with the customer

• Average time of inquiries time response 

• Capacity to handle uncertainty and ambiguity, and a fast paced work environment

• Ability to prioritize work based on strategic importance and level of impact on business

Skill Required : 

• 1 - 2 years of experience in Customer Service in Service sector

• Eager to work in a small team and fast paced environment

• A good listener with strong communication skills

• Excellent ability of cross-functional communication

• Good engagement with the customer

• Always be ready to handle all types of challenges/customer

• Fast learner on the product knowledge

• Fluent in spoken and written English. Fluency in other languages is a plus (Arabic)

• A start up attitude, highly collaborative with the team