Specialist - Call Center & Support

Red Sea Global; Saudi Arabia; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading destination management company in Saudi Arabia is seeking a Customer Care Agent to provide exceptional support via web chat on VisitRedSea.com. This role requires strong communication skills and the ability to handle multiple inquiries effectively while maintaining professionalism. Candidates with a Bachelor's degree and a passion for customer service are preferred. This position offers an opportunity to enhance customer engagement and satisfaction in a dynamic tourism environment.

Qualifications

• Strong communicator passionate about customer service.
• Experience in online/web chat support preferred.
• Ability to handle inquiries simultaneously with professionalism.

Responsibilities

• Respond promptly to customer inquiries via live chat.
• Guide customers through the booking process and assist with changes.
• Maintain in-depth product knowledge of Red Sea destinations.
• Address and resolve customer concerns effectively.
• Build rapport with customers through personalized assistance.
• Identify issues for escalation when necessary.
• Collect customer feedback to improve services.
• Log chat interactions accurately for follow-up.
• Collaborate with team members to enhance customer experience.

Skills

Strong communication skills

Passion for customer service

Ability to handle multiple conversations

Education

Bachelor's degree (BSC)

Job description

Join The Destination Management Company!

DMC (Destination Management Company) is one of Red Sea Global (RSG) subsidiaries and is a destination management company that deploys knowledge, expertise, and resources, in the design and implementation of hotel accommodations, transportation, itineraries, activities and logistics for RSG destinations.

We are a one stop shop for B2B and B2C customers and provide an authentic, unique and effective planning and booking solution from end to finish. Our strong presence and cutting-edge technology enable us to deliver best in class services to all our clients.

Our knowledgeable and talented customer care team are available around the clock to cater the needs of our clients and handle all types of queries with the highest level of luxury concierge services and a seamless guest experience from start to finish. DMC also offers Meet & Assist services across RSG destinations ensuring a hassle-free travel experience for our esteemed guests.

We are confident that with our unwavering commitment to excellence, DMC will set new standards in the travel and tourism industry in Saudi Arabia.

Job Purpose:

The Customer Care Agent will be responsible for providing exceptional support to customers through web chat on VisitRedSea.com. This role requires delivering fast, accurate, and personalized assistance to visitors inquiring about the Red Sea destination, travel services, bookings, and general inquiries. The ideal candidate will be a strong communicator with a passion for customer service, able to handle multiple conversations simultaneously while maintaining a high level of professionalism and responsiveness.

Job Responsibilities:

• Web Chat Support: Respond promptly and effectively to customer inquiries via the live chat feature on VisitRedSea.com, ensuring clear and accurate information.
• Booking Assistance: Guide customers through the booking process, provide information on available packages, and assist in modifying or canceling bookings as required.
• Product Knowledge: Maintain an in-depth understanding of Red Sea destinations, travel options, promotions, and services offered on VisitRedSea.com to provide accurate information and recommendations.
• Issue Resolution: Address and resolve customer concerns and issues effectively, ensuring a high level of customer satisfaction and professionalism.
• Customer Engagement: Build rapport with customers by providing personalized assistance, answering questions, and offering relevant suggestions to enhance their travel experience.
• Escalation Management: Identify when an issue requires escalation to a senior team member or department and ensure seamless handoff for further support.
• Feedback Collection: Gather customer feedback during interactions to help improve services and website functionality.
• Documentation: Log chat interactions, feedback, and any issues in the system, ensuring accurate records for tracking and follow-up.
• Collaboration: Work closely with other team members and departments to ensure a consistent and seamless customer experience.

Job Requirements:

Academic Qualifications:

• Bachelor's degree (BSC); related fields in communication or hospitality are a plus.

Experience:

• 2+ years (in online/web chat support is preferred)