Call Center - Egypt

Job Overview:

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 Responsibilities:Respond to customers’ incoming calls regarding a wide range of enquiries, requests, and complaints in a timely and accurate manner, ensuring a positive representation of the company.Provide accurate and comprehensive information about the company’s products and services, and process travel bookings, reservation modifications, and cancellations efficiently.Handle customer complaints of various natures by identifying and prioritizing issues according to their complexity and providing appropriate and immediate solutions.Escalate unresolved complaints to the appropriate departments within the Contact Center or other relevant divisions, and follow up to ensure timely resolution.Promote the company’s products and services through cross-selling initiatives, including ancillary services, holiday packages, and loyalty programs, in order to achieve monthly sales targets.Achieve key performance indicators (KPIs) related to customer satisfaction, including service levels, quality standards, productivity, and overall service performance.Handle customers’ enquiries, requests, and complaints in a professional, positive, and effective manner while ensuring the company’s brand and corporate image are consistently represented in accordance with approved quality standards.

Key Responsibilities:

• Respond to customers’ incoming calls regarding a wide range of enquiries, requests, and complaints in a timely and accurate manner, ensuring a positive representation of the company
• Provide accurate and comprehensive information about the company’s products and services, and process travel bookings, reservation modifications, and cancellations efficiently
• Handle customer complaints of various natures by identifying and prioritizing issues according to their complexity and providing appropriate and immediate solutions.
• Escalate unresolved complaints to the appropriate departments within the Contact Center or other relevant divisions, and follow up to ensure timely resolution.
• Promote the company’s products and services through cross-selling initiatives, including ancillary services, holiday packages, and loyalty programs, in order to achieve monthly sales targets.
• Achieve key performance indicators (KPIs) related to customer satisfaction, including service levels, quality standards, productivity, and overall service performance.
• Handle customers’ enquiries, requests, and complaints in a professional, positive, and effective manner while ensuring the company’s brand and corporate image are consistently represented in accordance with approved quality standards.

Job Requirements

• 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.
• Strong communication skills to effectively build sales and marketing techniques.
• Capacity to identify customer issues and direct them appropriately.
• 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.

Work Conditions:

• 5 working days + 2 days off (Rotational)
• 8 Hours + 1 Hour Break
• Rotational shifts last shift for females ends at 8:00 PM