Call Center Agent

1 week ago


Sharjah, Sharjah, United Arab Emirates Nayeducation Full time

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. Qualifications (Academic, training, languages) 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.

Work Experience 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 solutionsPossesses 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.#J-18808-Ljbffr

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