Call Center Agent

To support the Contact Center section across the entirenetwork by handling customers inbound calls and providing informationon the various products and services; processing flight and holidaysreservations, modifications and cancellations; promoting otherancillaries and services to maximize sales and enhance customers’experience ensuring productivity is in line with set measures andcompany’s adopted policies and procedures.

Key Result Responsibilities

• Handles customers inquiries, requests and complaints in apositive effective manner whilst ensuring company branding andcorporate image are reflected in a positive manner and as per approvedquality standards.
• Responds to customers’ incoming calls pertaining to allkinds of inquiries, requests, and complaints timely and accurately toreflect a positive image of the company.
• Provides accurate information about the company’s productsand services; processes travel bookings, modifications andcancellations on reservations.
• Handles customers’ complaints of different nature,identifies and prioritizes problems according to complexity, andprovides 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 throughcross-selling such as ancillaries, holidays packages, loyalty programs,etc. ensuring monthly targets are met thus increasing the revenue andsales.
• Converts lead calls to Contact Center sales agents andfield sales agents as needed and follows up with customers to ensure inquiries been responded to effectively.
• Demonstrates thorough understanding of the Contact Centercore activities & functionalities, supports the team in day-to-dayoperations ensuring maximum productivity, flexibility, and cooperationare achieved.
• Ensures all key performance indicators for customersatisfaction are achieved, including agreed service levels, qualitystandards and productivity.
• Demonstrates willingness and cooperation in learning newinitiatives and methodologies that add value to the overall performance.
• Performs any additional responsibilities as advised by the Line Manager/Supervisor.

• High School/Diploma or equivalent.
• Capable of using technology systems and tools such as Microsoft Office.
• Good in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
• 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 tosituations of different nature such as angry customers, complaints andspecial requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.