DIGITAL CHANNELS OFFICER

1. Efficiently provide outstanding levels of customer service support to Gulf Air customers & Frequent Flyer Program members providing a seamless one-stop shop solution where the customer s needs are owned by the WWCC digital officer until resolution thereby providing a fully dedicated service. 2. Handle customers and aid related to GF digital channels to drive revenue, achieve sales targets & exceed customers expectations by providing exceptional experience over Gulf Air digital platforms & channels. 3. Handle and respond to communications from individual Premium, Corporate and Frequent Flyer passengers by GF digital channels telephone, emails and all social media platforms to drive revenue to achieve sales targets and to ensure that customer service delivered is over and above current benchmarked industry standards. 4. To handle and resolve all Gulf Air customers' queries, problems and complaints via all GF digital channels by liaising and following up with all the internal and external stakeholders which includes conducting frequent outbound calls. MAIN DUTIES

1. To administer, support and address customer queries and concerns in a timely, accurate and engaging positive manner through digital platforms including but not limited to email, live chat, and social media. The role must handle the following enquiries:

• Gulf Air reservations, products, and procedures accurately & with technical competency involving (pricing, exchange, redemption, availability, refund, special services, amendments, payments) etc.
• Gulf Air membership Program Rules, account mileage balances, account status and redemption bookings accurately.

• Generate revenue opportunities and promote Gulf Air products and services where appropriate/applicable and direct the customer to relevant personnel/department to maximize identified revenue opportunity.
• Successfully achieve KPI as determined by current business needs on a daily/weekly/monthly basis as applicable.
• Handle complaints and implement appropriate solution and/ or liaise and follow-up with internal GF departments when necessary (i.e. Quick Kill) accurately and with courtesy to ensure appropriate resolution is provided and contact back the customer accordingly.
• Handle all assigned SR (service requests) to be handled in efficiently & in timely manner meeting Gulf Air and departmental KPI.
• Proactively safeguard the reputation of Gulf Air by identifying and managing potential issues as presented and/or identified.
• Ensure strict compliance to schedule regarding punctuality/breaks/time keeping/time management in line with recognized Contact Centre Industry needs.
• Proactively value-add to the customer service experience by going the extra mile for the customer (i.e. offer seating requests, meal requests, wheelchairs, advise re. priority telephone numbers for high value customers, website address etc.).
• Achieve daily/ weekly/ monthly sales and professional performance targets in alignment with corporate and departmental expectation.
• Maintain specified number of outbound & inbound calls & contacts daily from/to all Gulf Air customers to above specifications and any work assigned or delegated by the WWCC Management team when required.

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