Inbound Call Center Agent

About the role

The Contact Center handles inbound calls for 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, following quality standards and company branding
• Provide accurate product and service information and process travel bookings, modifications and cancellations
• Prioritize complaints by complexity, solve them quickly and escalate them when needed, then follow up
• Cross-sell ancillaries, holiday packages and loyalty programmes to meet monthly targets
• Convert lead calls into sales opportunities and follow up with customers
• Meet customer satisfaction KPIs, including service levels, quality standards and productivity
• Learn new initiatives, cooperate with the team and perform extra tasks asked by the Line Manager

Required profile

• High school or diploma, or equivalent; no experience required, any is an advantage
• Good English and Urdu, with no hearing or articulation problems
• Ability to work long hours and under pressure, and to handle angry customers and special requests
• Flexible to work morning, afternoon, evening and night shifts

Required skills

• Use of technology systems and tools such as Microsoft Office
• Effective communication and sales-oriented approach