Contact Center Agent

Confidential; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading customer service provider in Abu Dhabi is seeking Contact Center Agents to enhance customer experiences through effective inquiry management, complaint resolution, and sales techniques. Candidates should have 3-5 years in travel or contact center roles and fluency in English alongside another language. The role demands strong problem-solving skills and the ability to thrive in a fast-paced environment.

Qualifications

• 3-5 years of experience in travel, tourism, hotel management, or a related field.
• 3-5 years of experience in a contact center, guest relations, or complaint management role.
• Advanced proficiency in written and spoken English; fluency in Arabic, Mandarin, or Russian is a plus.

Responsibilities

• Manage inbound enquiries from B2B and B2C customers.
• Handle partner booking requests while meeting service level agreements.
• Resolve customer queries and ensure prompt payment completion.
• Conduct quality checks with hotel partners.

Skills

Empathy

Problem-solving

Decision-making

Strong computer literacy

Education

Higher Secondary Education

University Degree or Diploma in Tourism or Hospitality Management

Job description

Job Overview

The Contact Center Agents role is to deliver warm, welcoming, and memorable experiences for customers. This will be achieved through strong sales techniques, exceptional customer service skills, and meticulous attention to detail. The agent will be responsible for meeting and exceeding established booking conversion rates, service quality targets, customer satisfaction scores, and other performance metrics.

In addition, the role involves the effective management of customer complaints and feedback, ensuring issues are resolved efficiently and positively.

Key Responsibilities

• Receive and manage inbound enquiries from both B2B partners and B2C customers regarding hotel and package bookings.
• Handle partner booking requests in a timely manner while ensuring service level agreements (SLAs) are met.
• Resolve customer queries, troubleshoot issues, and ensure prompt completion of payments.
• Accurately update customer details in CRM and booking systems.
• Use appropriate tools and resources to effectively respond to customer enquiries.
• Conduct quality checks with hotel partners to confirm booking details and follow up as needed.
• Manage customer complaints to ensure timely resolution and a positive experience.
• Escalate complaints and feedback to relevant stakeholders when required to minimize reputational, financial, operational, or legal risks.
• Identify the root cause of complaints and coordinate investigations with relevant departments.
• Maintain secure and accurate records of all customer complaints and feedback.
• Prepare reports on complaints and feedback for business analysis.
• Suggest improvements to existing processes and propose new practices to enhance the customer experience.
• Contribute to team goals and work towards achieving individual KPIs in sales, customer satisfaction, and quality.
• Support colleagues, contribute positively in team meetings, and foster a collaborative work environment.
• Perform additional tasks and duties as directed by management.

Essential Requirements

• Higher Secondary Education.
• 3 a00 5 years of experience in travel, tourism, hotel management, or a related field.
• 3 a00 5 years of experience in a contact center, guest relations, or complaint management role.
• Advanced proficiency in written and spoken English, plus fluency in at least one of the following: Arabic, Mandarin, or Russian.
• Ability to thrive in a fast-paced, constantly changing environment.
• Strong computer literacy and system navigation skills.
• Excellent empathy, problem-solving, and decision-making skills.
• Ability to understand and explain technical information clearly.

Desirable Requirements

• University Degree or Diploma in Tourism or Hospitality Management.
• Strong objection-handling skills.
• Ability to work independently as well as collaboratively in a team.
• Adaptability to evolving environments and situations.
• Strong organizational and prioritization skills.