Reservations Customer Support Agent

Shouf is an online platform for booking travel tours and activities in the Middle East. We serve 5,000+ travelers from 100+ countries during their trips to Egypt, Qatar, Saudi Arabia, UAE, Oman, Lebanon and Tanzania. You can check out our site at https://www.shouf.io

Shouf's mission is to empower local businesses with the technology needed to reach more travelers and increase their bookings. If you're into high-quality tools and next-level infrastructure at a large scale, read on!

We're hiring Reservation Agents to join our team of A+ people and provide customer support to Shouf guests. Read last section below on how to apply.

Why join

As a small team, we work in a highly collaborative environment and you'll have the opportunity to participate in every part of the business from idea to production.

Impact: Build the foundation and shape business practices, team, and company culture.

Excellence: Practice your craft in a well-organized, fast-paced environment.

Ownership: Influence the direction of product and strategy — we care about your opinions.

❗ Please note that there is a 3-months probation period after which a review will be done to assess the performance. This is also a good chance for you to see if this position is a good fit for you!

What you'll do (responsibilities)

We are looking for a dedicated Reservation Agent who will serve as the first point of contact for our valued clients. Your primary responsibility will be managing client inquiries via phone, WhatsApp, and our social media channels, ensuring excellent customer service and accurate handling of reservations.

Responsibilities include:

• Respond promptly and professionally to customer inquiries via phone, WhatsApp, and social media.
• Assist customers with booking processes, reservations, and provide detailed information about activities and services.
• Communicate effectively with suppliers for booking inquiries and confirmations.
• Provide fast and efficient solutions to customer problems, coordinating promptly with suppliers as needed.
• Maintain accurate and organized reservation records.
• Handle customer concerns with empathy and provide effective solutions.
• Collaborate with internal teams to resolve issues and ensure customer satisfaction.
• Maintain comprehensive knowledge of available products, services, and promotions.

What we're looking for (qualifications)

• Fluency in both Arabic and English (written and spoken).
• Proven experience in customer service or reservations, preferably in the tourism or hospitality sector.
• Excellent communication and interpersonal skills.
• Proficiency with social media platforms, messaging apps, and basic computer applications.
• Strong organizational skills and attention to detail.
• Ability to multitask and perform effectively under pressure.

Work Schedule:

Rotational 8-hour shifts, including weekends and holidays, to ensure continuous coverage and customer support.

What we offer

• Competitive salary
• Paid time off — 4 weeks paid vacation and paid sick leave
• Medical Insurance
• Social Insurance

How to Apply

Interested in learning more about what it's like to build Shouf with us We'd love to talk! Email us at [Confidential Information]

• Include this role's title in your subject line.
• Send along links that best showcase the relevant things you've built and done.
• Tell us briefly why you're interested in joining Shouf.

Is this role not the right fit If you resonate with our mission and think your profile would be a great fit, send an email to [HIDDEN TEXT] and pass along any information you believe is relevant.