Job Title:  Inbound Agent

Job Title: Inbound - Call Center Agent

Department: Contact Center

Reports To: Inbound Manager

Version:01 – 19-09-2024

Job Purpose:

We are seeking a dedicated Call Center Agent 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:

• Strong organizational and multitasking skills.
• Proficient in Microsoft Office and travel management software.
• Strong analytical and strategic thinking capabilities to address operational challenges.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Passion to Travel
• 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.
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Job Requirements

• Open to both male and female candidates.
• Proficient in English B2, and Arabic 
• 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 compensation package 
• Opportunity to achieve and be rewarded based on key performance indicators (KPIs)
• Standby Tickets from Air Arabia Airlines.
• Overnight allowances
• Fully paid training
• High potential for promotion, as you will be part of our initial team

Work Hours:

• Rotational shifts with rotational days off 
• The last shift for females is 8 PM
• 9-hour workdays, including a 1-hour break