Call Center Agent - Inbound

Air Arabia Group - Fly Jinnah

Karachi , Pakistan

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Posted 4 hours ago 88 views Report Job

PKR. 50,000 - 50,000/Month

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 holiday 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.
Handles customers’ inquiries, requests and complaints in a positive effective manner whilst ensuring the 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 inquiries, 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, escalate complaints to concerned parties in the Contact Center or any other division and follow up on action taken.
Promotes the company’s products and services through cross-selling such as ancillaries, holiday 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 inquiries 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.