Call Center Agent - Inbound

About the role

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

Key responsibilities

• Handle enquiries, requests and complaints positively, following approved quality standards and company branding.
• 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 immediately, and escalate unresolved ones to the Contact Center or another division, following up on actions taken.
• Promote products and services through cross-selling such as ancillaries, holiday packages and loyalty programs, meeting monthly targets.
• Convert lead calls into sales opportunities for contact center and field sales agents and follow up with customers.
• Support the team's day-to-day 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.
• Good English and Arabic; non-Arabic speakers considered only with Line Manager approval.
• No hearing or articulatory problems.
• No previous experience required; any experience is an advantage.
• Ability to understand market trends, communicate effectively, and handle long hours and pressure.

Required skills

• Use of technology systems and tools such as Microsoft Office.
• Effective communication and problem-solving skills.