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 to both male and female candidates.
- 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; 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 compensation package
- Opportunity to achieve and be rewarded based on key performance indicators (KPIs)
- Standby Tickets from Air Arabia Airlines.
- Overnight allowances
- Fully paid training
- High potential for promotion, as you will be part of our initial team
Work Hours:
- Rotational shifts with rotational days off
- 9-hour workdays, including a 1-hour break
