Job Overview
Support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the company’s products and services. The role includes processing flight and holiday reservations, modifications and cancellations, and promoting ancillary services to maximize sales and enhance customer experience, while keeping productivity in line with set measures and company policies and procedures.
Key Responsibilities
- Respond to incoming customer calls about a wide range of enquiries, requests and complaints in a timely and accurate manner, representing the company positively.
- Provide accurate and comprehensive information on products and services, and process travel bookings, reservation modifications and cancellations efficiently.
- Handle customer complaints by identifying and prioritizing issues by complexity and providing appropriate, immediate solutions.
- Escalate unresolved complaints to the appropriate Contact Center or other relevant departments, and follow up to ensure timely resolution.
- Promote products and services through cross-selling, including ancillary services, holiday packages and loyalty programs, to achieve monthly sales targets.
- Achieve KPIs related to customer satisfaction, including service levels, quality standards, productivity and overall service performance.
- Handle enquiries, requests and complaints professionally and effectively, consistently representing the company’s brand and corporate image in line with approved quality standards.
Job Requirements
- Open to male and female candidates
- Graduates, fresh graduates and gap year students are encouraged to apply
- Proficient in English (B2) and Arabic
- Comfortable using technology systems and tools, including Microsoft Office
- No hearing or speech impairments
- Previous experience is not required; relevant experience is an advantage
- Strong communication skills to build sales and marketing techniques effectively
- Capacity to identify customer issues and direct them appropriately
- Skills in problem identification and immediate response to various customer situations, including angry customers and special requests
- Demonstrated ability to contribute to and achieve business strategies and set KPIs
Work Conditions
- 5 working days plus 2 days off (rotational)
- 8 hours plus 1 hour break
- Rotational shifts; last shift for female employees ends at 8:00 PM
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