Guest Experience Call Center Agent — Growth & Perks

IIQAF; Dubai; On-site; AED 66,960 - 78,120; Full time

Benefits offered by this job

Performance-based incentives

Medical insurance

Paid annual leave

Career growth opportunities

Professional training and development

Friendly and multicultural work环境

Job summary

IIQAF Group in Dubai seeks a professional Call Center Agent to join our hospitality team. You will handle inbound and outbound calls, assist guests, process reservations, and ensure a positive guest experience.

The ideal candidate will have excellent communication skills, problem-solving abilities, and experience in call center or hotel reservations. Proficiency in CRM and MS Office is expected; English fluency is essential, additional languages are a plus.

Qualifications

• Minimum high school diploma; a bachelor’s degree is an advantage.
• Experience in a call center, customer service, or guest relations is preferred.
• Excellent English communication, both verbal and written.
• Experience in hospitality-related industries is desirable.
• Proficiency with CRM and MS Office tools is expected.

Responsibilities

• Handle high volumes of inbound and outbound calls.
• Respond to inquiries via phone, email, and live chat.
• Provide information about services, reservations, promotions, and policies.
• Process hotel reservations, modifications, cancellations, and requests.
• Resolve complaints while maintaining satisfaction.
• Maintain accurate customer records in CRM systems.
• Escalate complex issues to supervisors when needed.
• Meet defined call handling and satisfaction targets.
• Coordinate with hotel operations and other departments.
• Promote loyalty programs and offers.
• Maintain confidentiality of customer information.

Skills

Call center experience

Verbal and written English

Multitasking

Problem solving

Education

High school diploma or equivalent

Bachelor's degree (advantage)

Tools

CRM software

Microsoft Office

Job description

IIQAF Group in Dubai seeks a professional Call Center Agent to join our hospitality team. You will handle inbound and outbound calls, assist guests, process reservations, and ensure a positive guest experience.

The ideal candidate will have excellent communication skills, problem-solving abilities, and experience in call center or hotel reservations. Proficiency in CRM and MS Office is expected; English fluency is essential, additional languages are a plus.