Call Center Agent – Bahrain – Air Arabia

Job Summary:

We are seeking a motivated Contact Center Agent to support our network by handling inbound calls and delivering exceptional service. This role involves providing accurate information on products and services, processing bookings and cancellations, resolving customer complaints, and promoting ancillary offerings to maximize sales and customer satisfaction.

Key Responsibilities:

• Handle customer inquiries, requests, and complaints professionally, ensuring a positive brand image.
• Provide accurate information regarding flights, holiday packages, loyalty programs, and other services.
• Process reservations, modifications, and cancellations efficiently.
• Resolve issues or escalate complex complaints to relevant departments, following up to ensure resolution.
• Upsell and cross-sell services to meet monthly sales targets.
• Convert leads and coordinate with sales agents as necessary.
• Support Contact Center operations to maintain high productivity and service quality.
• Achieve KPIs including service level, quality standards, and customer satisfaction.
• Stay updated on new processes, tools, and services.
• Perform additional tasks as assigned by the supervisor or line manager.

Qualifications:

• High School Diploma or equivalent; additional education is a plus.
• Proficient in Microsoft Office tools and technology systems.
• Good command of English and Arabic (spoken and written).

Preferred Experience:

• No experience required; prior customer service or contact center experience is a plus.
• Ability to understand and respond to customer needs and behaviors.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to handle pressure, long shifts, and demanding situations.