Job description

Job Overview:

To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Key Responsibilities:

• Respond to customers’ incoming calls regarding a wide range of enquiries, requests, and complaints in a timely and accurate manner, ensuring a positive representation of the company.

  
  
  

• Provide accurate and comprehensive information about the company’s products and services, and process travel bookings, reservation modifications, and cancellations efficiently.

  
  
  

• Handle customer complaints of various natures by identifying and prioritizing issues according to their complexity and providing appropriate and immediate solutions.

  
  
  

• Escalate unresolved complaints to the appropriate departments within the Contact Center or other relevant divisions, and follow up to ensure timely resolution.

  
  
  

• Promote the company’s products and services through cross-selling initiatives, including ancillary services, holiday packages, and loyalty programs, in order to achieve monthly sales targets.

  
  
  

• Achieve key performance indicators (KPIs) related to customer satisfaction, including service levels, quality standards, productivity, and overall service performance.

  
  
  

• Handle customers’ enquiries, requests, and complaints in a professional, positive, and effective manner while ensuring the company’s brand and corporate image are consistently represented in accordance with approved quality standards.

  
  
  

• Open for males and females

  
  
  

• Graduates, fresh graduates, and gap year students are encouraged to apply.

  
  
  

• Proficient in both English (B2) 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.

  
  
  

• Strong communication skills to effectively build sales and marketing techniques.

  
  
  

• Capacity to identify customer issues and direct them appropriately.

  
  
  

• 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.

  
  
  

Work Conditions:

• 5 working days + 2 days off (Rotational)

  
  
  

• 8 Hours + 1 Hour Break

  
  
  

• Rotational shifts - last shift for females ends at 8:00 PM