E Business Specialist Air Arabia UAE

Full time @Air Arabia posted 12 months ago in Airlines
  • Sharjah, UAE View on Map
  • Post Date : January 12, 2024
  • Apply Before : April 22, 2025
  • Salary: د.إ8,000.0 - د.إ16,000.0 / Monthly
  • 0 Application(s)
  • View(s) 26
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Job Detail

  • Job ID 4017
  • Career Level  Intermediate
  • Experience  3 Years
  • Gender  Male Female 

Job Description

Air Arabia is presently looking to hire skilled and motivated candidate for job position of E Business Specialist in Sharjah. The successful 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 Role of 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.
  • Experience in producing and evaluating dashboards and reports to monitor and improve contact center performance.

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.
  • Excellent communication skills, both written and verbal, with the ability to present findings and proposals to senior management.
  • Arabic conversation skill is preferred.

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