Inbound Call Center Agent

About the role

The Contact Center handles inbound calls from customers across the network, giving information on products and services, processing flight and holiday reservations, changes and cancellations, and promoting ancillary services to increase sales while keeping productivity within set measures.

Key responsibilities

• Handle enquiries, requests and complaints positively, reflecting the company's branding and approved quality standards.
• Answer incoming calls accurately and promptly, and give accurate information on products and services.
• Process travel bookings, modifications and cancellations on reservations.
• Prioritize complaints by complexity, solve them quickly, escalate them when needed and follow up on actions taken.
• Promote products through cross-selling such as ancillaries, holiday packages and loyalty programs, meeting monthly targets.
• Convert lead calls into sales opportunities and follow up with customers.
• Support the team in daily operations, meet customer satisfaction KPIs and service levels, and learn new initiatives.
• Perform additional tasks assigned by the Line Manager or Supervisor.

Required profile

• High school or diploma, or equivalent; no previous experience required.
• Good English, French and Arabic.
• No hearing or articulatory problems.
• Ability to work long hours and under pressure, and to handle angry customers and special requests calmly.
• Effective communication skills and ability to understand market trends and channel customers to the right solution.

Required skills

• Use of technology systems and tools such as Microsoft Office.
• Sales and marketing techniques and ability to build customer relationships.