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.

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 allowancesFully paid trainingHigh potential for promotion, as you will be part of our initial teamWork Hours:Rotational shifts with rotational days off The last shift for females is 8 PM9-hour workdays, including a 1-hour break