Air Arabia -
Company: Air Arabia –
WebSite: Mohandessin, Giza, Egypt
Job Description:**Job Description:**
The organization seeks a proficient Bilingual Call Center Agent (Arabic/English) to effectively manage customer interactions, encompassing inquiries, requests, and grievances, while upholding a positive and professional company image in accordance with established quality benchmarks.
**Core Responsibilities:**
* Address incoming customer communications with promptness and accuracy, encompassing inquiries, requests, and grievances, thereby projecting a favorable representation of the organization.
* Disseminate comprehensive information pertaining to the organization’s offerings, including products and services, and facilitate travel reservations, modifications, and cancellations.
* Manage customer grievances of varying complexities, prioritize critical issues, and implement immediate resolutions as deemed necessary.
* Escalate unresolved grievances to the designated personnel within the Contact Center or relevant divisions and diligently monitor the resolution process.
* Promote the organization’s products and services through strategic cross-selling initiatives, encompassing supplementary services, vacation packages, and loyalty programs, to achieve established monthly sales objectives.
* Convert prospective customer calls into viable leads for Contact Center and field sales agents, ensuring timely responsiveness to customer inquiries.
* Provide support to the Contact Center team in daily operations, fostering optimal productivity, adaptability, and collaborative spirit.
* Achieve predetermined Key Performance Indicators (KPIs) related to customer satisfaction, encompassing service levels, quality standards, and productivity metrics.
* Demonstrate receptiveness to acquiring new initiatives and methodologies aimed at enhancing overall performance.
* Execute supplementary responsibilities as delegated by the Line Manager/Supervisor.
Skills:
- Open for males and females
- Graduates, fresh graduates, and gap year students are encouraged to apply.
- Proficient in both English (B2) and Arabic Languages
- Comfortable using technology systems and tools, including Microsoft Office.
- No hearing or speech impairments.
- Previous experience is not required; however, any relevant experience will be considered an advantage.
- Ability to understand market trends and provide effective customer care solutions.
- Strong communication skills to effectively build sales and marketing techniques.
- Capacity to identify customer issues and direct them appropriately.
- Ability to work long hours and under pressure.
- Skills in problem identification and immediate response to various customer situations, including handling angry customers and special requests.
- Demonstrated ability to contribute to and achieve business strategies and set KPIs.
Benefits:
- Attractive Net Salary
- Commission based on KPIs
- Fully paid training
- Top achiever bonus program
- Employee bonus program
- Games, Activities, events and outing monthly
- Standby tickets from Air Arabia Airlines
- Medical, Social and Life insurance provided
- Fast track career progression as you become eligible for promotions after 6 months (based on performance)
- Opportunity to transfer to our HQ team in UAE (based on performance)
Work Conditions:
- Rotational shifts with rotational days off (Last shift for females ends by 8PM)
- 9-hour workdays, including a 1-hour break