Call Center Agent – Travel & Holidays

About the role

The Contact Center supports the contact center section across the network by handling inbound customer calls, giving information on products and services, and processing flight and holiday reservations, changes and cancellations. It also promotes ancillary services to increase sales and improve the customer experience, keeping productivity in line with company policies.

Key responsibilities

• Answer incoming calls on enquiries, requests and complaints quickly and accurately, representing the company positively.
• Explain products and services and process bookings, modifications and cancellations.
• Handle complaints by prioritizing them and offering immediate solutions, escalating unresolved ones and following up.
• Promote products through cross-selling of ancillary services, holiday packages and loyalty programs to meet monthly sales targets.
• Achieve KPIs on customer satisfaction, service levels, quality, productivity and overall performance.

Required profile

• Open to males and females; graduates, fresh graduates and gap-year students are encouraged to apply.
• Fluent English (B2) and Arabic.
• No hearing or speech impairments.
• Previous experience not required; relevant experience is an advantage.
• Strong communication skills and ability to handle angry customers and special requests.

Required skills

• Comfortable with technology systems and tools, including Microsoft Office.
• Ability to identify customer issues and direct them appropriately.

What we offer

• 5 working days plus 2 days off on a rotational basis.
• 8-hour day with a 1-hour break.
• For females, the last shift ends at 8:00 PM.