Job Details
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Job Description
Job Overview:
We are seeking a dedicated Call Center Agent to handle customer inquiries, requests, and complaints in a positive and effective manner. The ideal candidate will reflect our company’s branding and corporate image while adhering to approved quality standards.
Key Responsibilities:
- Respond promptly and accurately to incoming customer calls regarding inquiries, requests, and complaints, ensuring a positive image of the company.
- Provide detailed information about the company’s products and services, process travel bookings, modifications, and cancellations.
- Manage customer complaints of varying complexities, prioritize issues, and provide immediate solutions as necessary.
- Escalate unresolved complaints to the appropriate parties within the Contact Center or other divisions and follow up to ensure resolution.
- Promote the company’s products and services through cross-selling initiatives, including ancillary services, holiday packages, and loyalty programs, to meet monthly sales targets.
- Convert lead calls to Contact Center sales agents and field sales agents as needed, ensuring timely responses to customer inquiries.
- Support the Contact Center team in daily operations, fostering maximum productivity, flexibility, and cooperation.
- Achieve key performance indicators for customer satisfaction, including service levels, quality standards, and productivity metrics.
- Exhibit a willingness to learn new initiatives and methodologies that enhance overall performance.
- Perform additional responsibilities as assigned by the Line Manager/Supervisor.
Job Requirements
- Open for Males candidates only.
- Graduates, fresh graduates, and gap year students are encouraged to apply.
- Proficient in both English and Arabic Languages
- Comfortable using technology systems and tools, including Microsoft Office.
- No hearing or speech impairments.
- Previous experience is not required; however, any relevant experience will be considered an advantage.
- Ability to understand market trends and provide effective customer care solutions.
- Strong communication skills to effectively build sales and marketing techniques.
- Capacity to identify customer issues and direct them appropriately.
- Ability to work long hours and under pressure.
- Skills in problem identification and immediate response to various customer situations, including handling angry customers and special requests.
- Demonstrated ability to contribute to and achieve business strategies and set KPIs.
Benefits:
- Attractive Net Salary
- Commission based on KPIs
- Fully paid training
- Top achiever bonus program
- Employee bonus program
- Standby tickets from Air Arabia Airlines
- Medical, Social and Life insurance provided
- Fast track career progression as you become eligible for promotions after 6 months (based on performance)
- Opportunity to transfer to our HQ team in UAE (based on performance)
Work Conditions:
- Rotational shifts with rotational days off
- 9-hour workdays, including a 1-hour break
