Call Center Agent

IdeaCrate; Abu Dhabi; Vor Ort; AED 45.000 - 67.000; Vollzeit

Zusammenfassung

IdeaCrate in Abu Dhabi is seeking a friendly Call Center Agent to manage guest inquiries via phone, email, and messaging platforms. You will provide accurate information on activities, packages, and events while assisting with reservations and registrations.

The role requires strong English and Arabic communication, the ability to handle high volumes, and a guest-first attitude. You will log transactions in CRM/POS and support cross-functional teams as needed.

Qualifikationen

• 1–3 years of call center or customer-facing experience
• Fluency in English and Arabic is mandatory
• Hospitality, retail or entertainment sector experience preferred
• Bachelor’s degree or higher preferred

Aufgaben

• Answer inbound calls, emails, and WhatsApp/chatbot messages from guests with courtesy and professionalism.
• Provide accurate information on activities, packages, events, and promotions.
• Assist customers with booking reservations and registrations.
• Resolve customer concerns promptly and escalate complex issues when needed.
• Log bookings and customer details in the CRM/POS and ensure proper follow-ups.
• Promote offers, events, and promotions; upsell suitable packages.
• Coordinate with operations, events, and birthday teams for updates.
• Share guest feedback with relevant departments and participate in team trainings.

Kenntnisse

Excellent communication

Bilingual English/Arabic

Customer-focused

CRM software

Call center experience

Ausbildung

Bachelor’s degree in business/communications

High school diploma or equivalent

Tools

CRM software

POS system

Jobbeschreibung

Job Purpose

The Call Center Agent is the first point of contact for customers, responsible for handling inquiries, reservations, and general service support via phone, email, and messaging platforms. The ideal candidate should be friendly, responsive, and knowledgeable about the entertainment centre’s offerings, with the ability to handle high call volumes and deliver a positive guest experience.

Key Responsibilities

Customer Interaction & Support

• Answer inbound calls, emails, and WhatsApp/chatbot messages from guests with courtesy and professionalism.
• Provide accurate information on activities, packages, birthday party bookings, events, membership plans, timings, and promotions.
• Assist customers with booking reservations and registration processes for services.

Problem Solving & Complaint Handling

• Resolve customer concerns or complaints promptly and elevate complex issues to the team leader or supervisor as needed.
• Follow up on unresolved queries and ensure guest satisfaction.

Booking and Sales & Upselling

• Accurately log bookings, customer details, and transaction records in the CRM or POS system.
• Ensure bookings are correctly scheduled and follow internal protocols for confirmation and follow-ups.
• Promote current offers, events, or promotions while interacting with guests.
• Identify guest needs and suggest suitable packages or upgrades to enhance their experience.

CCommunication & Coordination

• Coordinate with operations, events, and birthday teams for real-time updates and follow-through on customer requests.
• Share guest feedback with the appropriate department to improve services.

Team Support

• Participate in training and team meetings to stay updated on new services and operational changes.
• Support colleagues during high-volume periods and assist in cross-functional roles if required.

Educational Qualifications

• Bachelor’s degree in business, Communications, or related field or High school diploma or equivalent; diploma or degree in customer service or communications preferred.
• 1–3years of call center or customer-facing experience, preferably in hospitality, retail, or entertainment sectors.

Relevant

• Excellent communication skills in English and Arabic languages is mandatory.
• Friendly, energetic, and guest-focused demeanor.
• Comfortable using CRM and call center software tools.
• Ability to multitask, remain calm under pressure, and handle high call volumes.