Job Overview:

To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Key Responsibilities:

• Respond to customers’ incoming calls regarding a wide range of enquiries, requests, and complaints in a timely and accurate manner, ensuring a positive representation of the company.

• Provide accurate and comprehensive information about the company’s products and services, and process travel bookings, reservation modifications, and cancellations efficiently.

• Handle customer complaints of various natures by identifying and prioritizing issues according to their complexity and providing appropriate and immediate solutions.

• Escalate unresolved complaints to the appropriate departments within the Contact Center or other relevant divisions, and follow up to ensure timely resolution.

• Promote the company’s products and services through cross-selling initiatives, including ancillary services, holiday packages, and loyalty programs, in order to achieve monthly sales targets.

• Achieve key performance indicators (KPIs) related to customer satisfaction, including service levels, quality standards, productivity, and overall service performance.

• Handle customers’ enquiries, requests, and complaints in a professional, positive, and effective manner while ensuring the company’s brand and corporate image are consistently represented in accordance with approved quality standards.

Job Requirements