Job Description

Responsibilities:

Handle a high volume of inbound and outbound calls with unmatched professionalism, ensuring each customer interaction reflects our commitment to excellence.

Tackle complex customer issues with speed and accuracy, ensuring first-call resolution and customer satisfaction.

Communicate with customers via Telephone, email, online chat etc.

Consistently meet and exceed stringent performance metrics, including call handling time, customer satisfaction scores, and resolution rates.

Anticipate customer needs and proactively provide solutions, enhancing the overall customer experience.

Actively seek opportunities for process improvements and contribute to team strategy sessions aimed at optimizing customer service delivery.

Adhere strictly to company policies, procedures, and regulatory requirements while maintaining the highest standards of professionalism.

Requirements & Skills:

Fluency in English and Arabic is a must.

Minimum of 2 years in a high-volume call center or customer service environment, with a proven track record of exceeding performance targets.

Exceptional verbal and written communication skills.

Superior problem-solving abilities and critical thinking skills.

Advanced proficiency in CRM software and other call center technologies.

Professional certifications in customer service or call center operations.

Ability to work in shifts.

Qualifications and Experience:

High school degree or equivalent.

PC based skills to operate Windows packages including Microsoft Word/Excel/E-mail.

Knowledge of contact center and airline industry procedures and methodology.

Excellent verbal and written communication skills.

Ability to remain calm and composed in a fast-paced, high-pressure environment.

Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem.

Familiarity with IVR systems.

Job Type: Full-time

Pay: Up to AED3,500.00 per month

Experience:

• call center: 2 years (Required)

Language:

• Arabic and English (Required)