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Call Center Agent

1 month ago

Manama, Manama, Bahrain Air Arabia Full time

Date: 12 May 2025

Company: Air Arabia PJSC (G9)

Location:

Manama, AE

Country: AE

Job Purpose
To support the Contact Center across the network by handling inbound customer calls, providing information on products and services, processing reservations, modifications, cancellations, and promoting additional services to maximize sales and enhance customer experience. Ensure productivity aligns with company policies and standards.

Key Responsibilities

  1. Handle customer inquiries, requests, and complaints positively, reflecting the company's branding and quality standards.
  2. Respond to calls promptly and accurately, maintaining a positive company image.
  3. Provide accurate information about products and services; process bookings, modifications, and cancellations.
  4. Handle complaints, identify issues, and provide immediate solutions.
  5. Escalate complaints when necessary and follow up on actions taken.
  6. Promote products and services through cross-selling to meet sales targets.
  7. Convert lead calls to sales agents and follow up to ensure effective response.
  8. Support team operations, ensuring maximum productivity and cooperation.
  9. Achieve key performance indicators related to customer satisfaction, service levels, quality, and productivity.
  10. Participate in learning new initiatives to improve performance.
  11. Perform additional duties as assigned by the supervisor.
Qualifications
  • High School/Diploma or equivalent.
  • Proficiency with technology tools such as Microsoft Office.
  • Fluent in English and Arabic; non-Arabic speakers considered with approval.
  • No hearing or speech impairments.
Work Experience
  • No prior experience required; any experience is an advantage.
  • Understanding market trends and customer care solutions.
  • Effective communication skills for sales and marketing.
  • Ability to understand and direct customer issues appropriately.
  • Capacity to work long hours and under pressure.
  • Ability to handle difficult situations and customer complaints.
  • Ability to contribute to business strategies and KPIs.
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