Call Center Agent - Bahrain

Air Arabia; Manama; On-site; BHD 4,000 - 6,000; Full time

Job summary

A leading airline company in Manama is seeking a Customer Support Representative to handle enquiries, promote products, and ensure high customer satisfaction. Candidates must have a High School diploma and previous call center experience. Proficiency in English and Arabic is required. This role involves working under pressure and achieving set performance metrics.

Qualifications

• High School/Diploma or equivalent.
• Good in English & Arabic Languages.
• Previous call center experience is required.

Responsibilities

• Handle customer enquiries, requests and complaints.
• Respond to customer calls accurately and timely.
• Provide information about products and services.
• Promote company products and services through cross-selling.
• Ensure key performance indicators for customer satisfaction are met.

Skills

Effective communication skills

Customer service experience

Problem-solving skills

Sales techniques

Capability to work under pressure

Understanding market trends

Education

High School/Diploma or equivalent

Tools

Microsoft Office

Job description

Air Arabia PJSC (G9)

Location: Manama, Bahrain

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 company’s adopted policies and procedures.

Key Result Responsibilities

• Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s 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 company’s 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 company’s products and services through cross‑selling such as ancillaries, holidays packages, loyalty programmes, 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)

• High School/Diploma or equivalent.
• Capable of using technology systems and tools such as Microsoft Office.
• Good in English & Arabic Languages.

Work Experience

• Previous call center experience is required for this role; additional experience in customer service will be considered an advantage.
• Capability of understanding market trends and channeling them leading to effective customer care solutions.
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Capable of understanding customers’ problems and direct them in the right channel.
• Ability to work for long hours and under pressure.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.