Air Arabia Jobs – Call Center Agent Inbound

Job Description:

Job Responsibilities:

• As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
• Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
• Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
• Performs any additional responsibilities as advised by the Line Manager/Supervisor.
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
• Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
• Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
• Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
• Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.

Job Requirements:

• Good in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
• Capable of understanding customers’ problems and direct them in the right channel.
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Ability to work for long hours and under pressure.
• Capable of using technology systems and tools such as Microsoft Office.
• Capability of understanding market trends and channeling them leading to effective customer care solutions
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

Qualification & Experience:

• High School/Diploma or equivalent.
• No previous experience is required for this role; any experience would be treated as an advantage.

Job Details:

Company: Air Arabia

Vacancy Type:  Full Time

Job Location: Sharjah, UAE

Application Deadline: N/A

Apply Here

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