Tabua Club Coordinator

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Fiji Airways
  • Post Date: May 25, 2023
  • Applications 1
  • Views 195
Job Overview

Tabua Club Coordinator

The primary role of the Tabua Club Coordinator is to attend to the requirements of members while offering our high-value customers with consistently exceptional customer service. To meet key performance indicators, perform to expected productivity levels and minimum service standards as set out by the department. The TC Coordinator will drive revenue by identifying opportunities to up-and-cross sell products which will be of value to members, drive loyalty and retention.  You will be required to have product knowledge, be able to hold a conversation with people from many walks of life, provide anticipatory service, and build rapport.

 KEY RESPONSIBILITIES

  • Deliver operational excellence through phone, email and administration of day-to-day duties.
  • Maintain Minimum Service Standards and First Call Resolution as set out in Service Quality guidelines.
  • Deliver consistent superior personalised customer focus and understanding of members’ needs.
  • Maintain member database, product and process knowledge.
  • Research and provide feedback for improvements to product and processes.
  • Ensure Tabua Club website page information is up to date.
  • Drive revenue through member retention, sales, up-selling and cross-selling.
  • Communicate changes in Tabua Club products and processes with relevant stakeholders.
  • Carry out additional duties or special projects as and when delegated by team management.
  • Investigation and resolution of Tabua Club customer complaints and recommend/implement correctives actions.
  • Run competitor analysis and monitor competitive offerings to make recommendations.
  • Champion service excellence and incorporate UP! Your Service principles to achieve desired levels of service.
  • Understand key drivers, behaviour characteristics and member segmentation for anticipatory service and customer intelligence.
  • Analyse and report any trends observed from customers for product performance, recommendation and opportunities.
  • Work collaboratively with other stakeholders internally and externally in the best interest of the organisation and the customer.

QUALIFICATIONS & EXPERIENCE

  • Minimum Form 7 pass or Diploma in Business, Admin or Marketing.
  • Certificates in IATA Fares & Ticketing, Supervisory courses will be an advantage.
  • Minimum 3 years’ experience in a service role.
  • Minimum 3 years in the Reservations and/or Sales fields for Fiji Airways will be an advantage.

Applications are open to all Fijians. Former employees of Fiji Airways or Fiji Link are welcome to apply. All shortlisted applicants will be contacted for next steps of the recruitment process. 

Applications close on Sunday, 11 June 2023

If you are interested in this opportunity
VISIT: https://www.fijiairways.com/en-fj/about-fiji-airways/our-careers/

Job Detail
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