Call Center Agent - Inbound

About the role

This inbound call center position supports the Contact Center across the network by handling customer calls, giving information on products and services, and processing flight and holiday reservations, changes and cancellations. It also promotes ancillary services to increase sales while keeping productivity within set measures and company policy.

Key responsibilities

• Handle enquiries, requests and complaints positively, following approved quality standards and reflecting the company's brand.
• Answer incoming calls accurately and promptly, and give accurate information on products and services.
• Process travel bookings, modifications and cancellations, and handle complaints by prioritizing them by complexity and escalating them when needed.
• Promote products through cross-selling such as ancillaries, holiday packages and loyalty programs, meeting monthly targets.
• Convert lead calls to contact center and field sales agents 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; any experience is an advantage.
• Good English and Urdu, and no hearing or articulatory problems.
• Able to work long hours and under pressure, and to identify and react to situations such as angry customers.
• Flexible to work morning, afternoon, evening and night shifts.

Required skills

• Ability to use technology systems and tools such as Microsoft Office.
• Effective communication skills and understanding of market trends.