Call Center Agent

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates IdeaCrate Edutainment Full time

Key Responsibilities:

Customer Interaction & Support

  • Answer inbound calls, emails, and WhatsApp/chatbot messages from guests with courtesy and professionalism.
  • Provide accurate information on activities, packages, birthday party bookings, events, membership plans, timings, and promotions.
  • Assist customers with booking reservations and registration processes for services.

Problem Solving & Complaint Handling

  • Resolve customer concerns or complaints promptly and escalate complex issues to the team leader or supervisor as needed.
  • Follow up on unresolved queries and ensure guest satisfaction.

Booking and Sales & Upselling

  • Accurately log bookings, customer details, and transaction records in the CRM or POS system.
  • Ensure bookings are correctly scheduled and follow internal protocols for confirmation and follow-ups.
  • Promote current offers, events, or promotions while interacting with guests.
  • Identify guest needs and suggest suitable packages or upgrades to enhance their experience.

Communication & Coordination

  • Coordinate with operations, events, and birthday teams for real-time updates and follow-through on customer requests.
  • Share guest feedback with the appropriate department to improve services.

Team Support

  • Participate in training and team meetings to stay updated on new services and operational changes.
  • Support colleagues during high-volume periods and assist in cross-functional roles if required.

Educational qualifications:

  • Bachelor's degree in business, Communications, or related field or High school diploma or equivalent; diploma or degree in customer service or communications preferred.
  • 1–3years of call center or customer-facing experience, preferably in hospitality, retail, or entertainment sectors.

Experience Level:

  • Excellent communication skills in English and Arabic languages is mandatory.
  • Friendly, energetic, and guest-focused demeanor.
  • Comfortable using CRM and call center software tools.
  • Ability to multitask, remain calm under pressure, and handle high call volumes.

Job Type: Full-time

Pay: Up to AED3,500.00 per month

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