Call Center Agent - Bahrain Job Details | Careers

Call Center Agent - Bahrain

Date : 12 May 2025

Company : Air Arabia PJSC (G9)

Location : Manama, AE

Country : AE

Job Purpose

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 companys adopted policies and procedures.

Key Result Responsibilities

• Handles customers enquiries, requests and complaints in a positive effective manner whilst ensuring companys branding and corporate image are reflected in a positive manner and as per approved quality standards.
• 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.
• Provides accurate information about the companys 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.
• As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
• Promotes the companys products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
• 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.
• 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.
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
• Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
• Performs any additional responsibilities as advised by the Line Manager / Supervisor.

Qualifications (Academic, training, languages)

Work Experience