We are seeking a dedicated Call Center Agent (Bilingual call center that handles both Arabic and English) 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 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.
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 Net Salary
Commission based on KPIs
Fully paid training
Top achiever bonus program
Employee bonus program
Games, Activities, events and outing monthly
Standby tickets from Air Arabia Airlines
Medical, Social and Life insurance provided
Fast track career progression as you become eligible for promotions after 6 months (based on performance)
Opportunity to transfer to our HQ team in UAE (based on performance)
Work Conditions:
Rotational shifts with rotational days off (Last shift for females ends by 8PM)
