Full 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 and 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.