Inbound Call Center Agent

About the role

The Inbound Call Center Agent will join the Contact Center team to handle customer phone inquiries, process travel and holiday reservations, and promote additional services. This role focuses on delivering accurate information, resolving issues promptly, and supporting sales targets while maintaining the company’s brand standards.

Key responsibilities

• Answer inbound calls, addressing enquiries, requests and complaints in a courteous and efficient manner.
• Provide accurate details about products and services, and process bookings, modifications, and cancellations for flights and holiday packages.
• Identify, prioritize and resolve customer problems; escalate complex issues to the appropriate department when necessary.
• Cross‑sell ancillary products, holiday packages and loyalty programmes to meet monthly sales targets.
• Convert lead calls to sales agents and follow up to ensure enquiries are fully addressed.
• Maintain key performance indicators for customer satisfaction, service levels, quality standards and productivity.

Required profile

• High school diploma or equivalent.
• Ability to use standard technology tools, especially Microsoft Office.
• Fluency in English; French and Arabic are a plus (Arabic candidates preferred).
• No hearing or speech impairments.
• Strong communication skills, ability to work long hours under pressure, and a customer‑focused attitude.
• Previous experience is not required; any relevant experience is considered an advantage.

Required skills

• Microsoft Office proficiency.