Inbound Agent

About the role

The Contact Center team needs an Inbound Agent to handle customers' incoming calls and provide information on products and services. The agent also processes flight and holiday reservations, modifications and cancellations, promotes ancillary services and holiday packages to maximise sales, and keeps productivity in line with company policy.

Key responsibilities

• Answer incoming calls on enquiries, requests and complaints quickly and accurately, representing the company positively.
• Explain products and services clearly and process bookings, changes and cancellations efficiently.
• Handle complaints by prioritising them by complexity and offering immediate solutions.
• Escalate unresolved complaints and follow up until they are resolved.
• Promote ancillary services, holiday packages and loyalty programmes through cross-selling to meet monthly sales targets.
• Achieve KPIs on customer satisfaction, service levels, quality standards and productivity.

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 is not required but is an advantage.
• Ability to identify customer issues, handle angry customers and special requests, and contribute to business strategies and KPIs.

Required skills

• Comfortable with technology systems and tools, including Microsoft Office.
• Strong communication skills and problem-solving ability.

What we offer

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