Inbound Call Center Agent

About the role

The Inbound Call Center Agent will join the Contact Center team to handle customer calls, provide information on products and services, and process travel reservations. The role focuses on delivering a positive customer experience while meeting sales and quality targets.

Key responsibilities

• Answer inbound customer calls, addressing enquiries, requests and complaints promptly and accurately.
• Provide detailed information about the company’s products, services, holidays and loyalty programmes.
• Process flight and holiday bookings, modifications and cancellations.
• Cross‑sell ancillary products and promote additional services to meet monthly sales targets.
• Escalate complex issues to the appropriate department and follow up on resolutions.
• Convert lead calls to sales agents and ensure follow‑up with customers.
• Maintain key performance indicators for customer satisfaction, service levels and productivity.

Required profile

• High school diploma or equivalent.
• Fluent in English, French and Arabic.
• No hearing or speech impairments.
• Ability to work long hours under pressure.
• Strong communication skills and a customer‑focused attitude.

Required skills

• Proficiency with Microsoft Office and basic technology tools.

What we offer

• Opportunity to develop a career in a fast‑growing contact centre environment.
• Training and support to enhance sales and customer service capabilities.