Call Center Agent - Inbound (UAE National)

Date: ‎07-Jun-‎2022
Company: Air Arabia PJSC (G9)
Location: Sharjah, AE
Country: AE

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 programs, 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; (Non-Arabic speakers to be considered based on Line Manager's approval only).


• No hearing or articulatory problems.

Work Experience

• No previous experience is required for this role; any experience would be treated as 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.