Customer Service Agent – Contact Center

About the role

As a Customer Service Agent in flydubai's Contact Center, you will be the first point of contact for passengers, delivering accurate information and resolving inquiries to enhance the overall travel experience.

Key responsibilities

• Provide timely and accurate responses to queries about baggage allowance, flight schedules, rebooking, destinations and flydubai products.
• Interpret and resolve issues quickly, escalating to a supervisor when necessary.
• Maintain precise records of all interactions in the designated systems.
• Achieve key performance indicators for customer satisfaction, service levels, quality standards and productivity.
• Listen to customers, report trends, issues and needs, and ensure confidentiality.
• Handle a high volume of telephone inquiries following standard scripts and procedures.
• Follow documented disruption processes, update relevant systems and record timelines of events and decisions.

Required profile

• High School Diploma.
• Fluent English communication skills.
• 1‑3 years of experience in a call‑center or customer‑service environment.
• Strong customer focus, teamwork, effective communication, personal accountability, resilience and a "can‑do" attitude.
• Compliance with flydubai ISR policies and completion of required ISR awareness sessions.

Required skills