Call Center Agent

1 week ago

Manama, Manama, Bahrain Air Arabia Full time 8,000 - 12,000 per year

Date: 18 Aug 2025

Company: Air Arabia PJSC (G9)

Location:Manama, AE

Country: AE

Job Purpose

To support the Contact Center section across the entire network by handling customers' inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers' experience ensuring productivity is in line with set measures and company's adopted policies and procedures.

Key Result Responsibilities

  • Handles customers' enquiries, requests and complaints in a positive effective manner whilst ensuring company's branding and corporate image are reflected in a positive manner and as per approved quality standards.

  • Responds to customers' incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.

  • Provides accurate information about the company's products and services; processes travel bookings, modifications and cancellations on reservations.

  • Handles customers' complaints of different nature, identifies and prioritizes problems according to complexity, and provides 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 through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.

  • Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.

  • Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.

  • Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.

  • Demonstrates willingness and cooperation in learning new initiatives 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.

Work Experience

  • Previous call center experience is required for this role; additional experience in customer service will be considered an advantage
  • Capability of understanding market trends and channeling them leading to effective customer care solutions.
  • Possesses 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 to situations of different nature such as angry customers, complaints and special requests.
  • Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

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