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Call Center Agent

Air Arabia
Mohandessin, Giza
Posted 8 months ago
2,098Applicants for10 open positions
  • 254Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards.
  • Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
  • Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
  • Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
  • As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
  • Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
  • Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
  • Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.
  • Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
  • Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
  • Performs any additional responsibilities as advised by the Line Manager/Supervisor.

Job Requirements

  • Male-Female
  • B1-B2 Good in English & Arabic Languages.
  • High School/Diploma or equivalent.
  • Capable of using technology systems and tools such as Microsoft Office.
  • No hearing or articulatory problems.
  • No previous experience is required for this role; any experience would be treated as an advantage.
  • Capability of understanding market trends and channeling them leading to effective customer care solutions
  • Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
  • Capable of understanding customers’ problems and direct them in the right channel.
  • Ability to work for long hours and under pressure.
  • Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
  • Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

The benefits we offer you:

  • Very attractive package
  • Overnight allowance
  • Fully-paid training
  • High chance to get promoted as you'll be joining our very first waves

Work hours:

  • Rotational shifts, rotational days off
  • 9 working hours including a 1-hour break

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