Air Arabia
Air Arabia is presently looking to hire technically skilled candidate for job position of a E-Business Specialist Contact Center in Sharjah. The selected candidate will be responsible to implement and optimize customer service solutions within the contact center, driving operational efficiency and enhancing customer experience. Leveraging cutting-edge technologies like AI, the role involves the development and implementation of strategies that automate customer interaction workflows and encourage customers to utilize self-service channels, thereby reducing the burden on live agents.
Responsibilities of E-Business Specialist
- Oversee customer services solutions, including the customer service bots, in the contact center.
- Continuously assess customer interactions through analytics, customer feedback tools and manual review to identify opportunities for self-service and automation.
- Implement strategies to divert customer interactions to self-service channels and reduce conversation time, where live interaction is needed.
- Streamline customer interactions across various touchpoints to offer omnichannel experience.
- Utilize AI and other advanced techniques to improve contact center efficiency.
- Analyze bot interactions to assess response accuracy and assist in training.
- Monitor and evaluate weekly/monthly reports detailing volumes, interaction time, issue resolutions, and other relevant KPIs to identify trends and propose automation-based solutions.
- Create and produce ad-hoc reports on call center automation performance as requested by the management.
Requirements For E-Business Specialist
Eligibility requirements for role of E-Business Specialist are as under:
- Bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related field; Master’s degree preferred.
- 3-5 years of experience in similar role.
- Proven experience in implementing automated messaging solutions and self-service technologies.
Skills And Knowledge Desired
- Advanced knowledge of customer service systems.
- Proficient in Microsoft Excel and data analysis tools.
- Familiarity with key performance indicators (KPIs) related to contact center performance.
- Ability to interpret data and apply it to business decisions.
- Experience in producing and evaluating dashboards and reports to monitor and improve contact center performance.
- Excellent communication skills, both written and verbal, with the ability to present findings and proposals to senior management.
- Arabic conversation skill is preferred.
