Qualifications and Technical Competencies Required Education Undergraduate to post-graduate Desirable: Travel / Hospitality Industry
Experience Fresher / Experience in a Domestic or International process
Inbound Prefer having prior experience of taking calls Excellent call management skills Handle irate customers
Outbound Should ensure that the daily targets assigned are completed on time Excellent real writing/verbal skills Ensure adherence to daily activities assigned Technical Competencies: Job related Prefer having typing Speed +25 wpm with 90% accuracy MS office knowledge mandatory Basic computer knowledge Language English B1 or B2 Level and Arabic
Soft Skills Strong communication skills to effectively manage interactions Proficient in verbal communication Ability to create exceptional customer experiences (Customer Satisfaction) Meet delivery expectations aligned with defined Key Result Areas (KRAs)
Personal Skills and Traits Should be supportive and open to feedback Is able to communicate clearly, both written and in speech Has a pleasant attitude Team player Should be a quick learner Ability to manage work efficiently with minimum guidance Multi-tasking ability
Job Description Handle Chat interactions, inbound video calls, emails & outbound calls as required Comprehend customers' queries / complaints / comments Display empathy/ understanding of the issue/ concern towards the customer Provide quick and effective resolution to customers' queries Talks in a way the customer can understand Is able to handle pressure situations and complaints of irate customers Works accurately and with an eye for details Is able to use automated information systems to analyze the customer's situation Meeting targets of upselling Ensures adherence to on-time reporting to work Share process improvement ideas
Work Schedule and Environment Working 5 days a week with Rotational shifts (Timing) and Rotational week off
Mandatory:Excellent communication Adherence to company policies, rules and regulations To follow quality processes thoroughly using checklist standards Responsible for complying with all QMS and ISMS Policies and procedures Open for change in process as per requirement