Call Center Agent - Inbound

About the role

The role supports the Contact Center by handling inbound customer calls, providing information on products and services, and processing travel reservations, modifications and cancellations. The agent also promotes ancillary products to maximize sales while ensuring a positive customer experience.

Key responsibilities

• Handle customer enquiries, requests and complaints via inbound calls, ensuring accurate information and a positive company image.
• Process travel bookings, modifications and cancellations, and promote ancillary services such as holidays packages and loyalty programs.
• Escalate complex complaints to the appropriate department and follow up on resolutions.
• Convert lead calls to sales agents and meet monthly cross‑selling targets.
• Maintain productivity and quality standards, and support day‑to‑day operations of the Contact Center.

Required profile

• High school diploma or equivalent.
• Fluent in English, French and Arabic.
• Ability to use Microsoft Office and other technology systems.
• No hearing or speech impairments.
• Capacity to work long hours under pressure and handle angry customers.
• Strong communication skills and ability to identify and resolve problems quickly.