- Qualifications and Technical Competencies Required
Education
- Undergraduate to post-graduate
- Desirable: Travel / Hospitality Industry
Experience
- Fresher / Experience in a Domestic or International process
Inbound
- Prefer having prior experience of taking calls
- Excellent call management skills
- Handle irate customers
Outbound
- Should ensure that the daily targets assigned are completed on time
- Excellent real writing/verbal skills
- Ensure adherence to daily activities assigned
Technical Competencies: Job related
- Prefer having typing Speed +25 wpm with 90% accuracy
- MS office knowledge mandatory
- Basic computer knowledge
Language
- English and Arabic
- French - Optional when required
Soft Skills
- Strong communication skills to effectively manage interactions
- Proficient in verbal communication
- Ability to create exceptional customer experiences (Customer Satisfaction)
- Meet delivery expectations aligned with defined Key Result Areas (KRAs)
Personal Skills and Traits
- Should be supportive and open to feedback
- Is able to communicate clearly, both written and in speech
- Has a pleasant attitude
- Team player
- Should be a quick learner
- Ability to manage work efficiently with minimum guidance
- Multi-tasking ability
Job Description
- Handle Chat interactions, inbound video calls, emails & outbound calls as required
- Comprehend customers queries / complaints / comments
- Display empathy/ understanding of the issue/ concern towards the customer
- Provide quick and effective resolution to customers queries
- Talks in a way the customer can understand
- Is able to handle pressure situations and complaints of irate customers
- Works accurately and with an eye for details
- Is able to use automated information systems to analyze the customer's situation
- Meeting targets of upselling
- Ensures adherence to on-time reporting to work
- Share process improvement ideas
Work Schedule and Environment
- Working 5 days a week with Rotational shifts (Timing) and Rotational week off
Mandatory:
- Excellent communication
- Adherence to company policies, rules and regulations
- To follow quality processes thoroughly using checklist standards
- Responsible for complying with all QMS and ISMS Policies and procedures
- Open for change in process as per requirement
Certifications:
- Should clear internal & external certifications
