Description
Gulf Air is recruiting for the role of Contact Centre Agent to efficiently provide excellent customer service and sales interactions for Gulf Air's internal and external customers. This includes handling flight reservations, quoting fares, enrolling Frequent Flyer Program (FFP) members, up-selling, and cross-selling Gulf Air products, while promoting the airline's image and reputation. You will be responsible for handling administrative tasks in line with KPI targets and corporate objectives.
Key Responsibilities:
- Handle inbound and outbound calls 24/7 from all around the world, identifying customer needs and providing professional solutions.
- Proactively safeguard Gulf Air's reputation by managing potential issues and responding positively to challenges.
- Maintain a motivated, solutions-focused attitude to ensure an energized work environment.
- Achieve KPIs as determined by the business needs on a daily, weekly, and monthly basis.
- Be flexible and lend telephony skills across different sections (PFC, Falcon Gold/Economy, TSA) to clear all calls in queue within agreed timeframes.
- Ensure strict adherence to schedule and time management.
- Generate revenue by promoting Gulf Air products and services and directing customers to relevant departments.
- Handle complaint calls, ensuring customer retention and satisfaction.
- Book and sell Gulf Air flights and services efficiently.
- Use Gulf Air’s reservation/CRM systems and publications to process bookings accurately.
- Interpret and communicate industry and company rules and regulations.
- Ensure passenger data accuracy and take steps to maintain system data integrity.
- Add value to customer service by offering additional services (seating, meal requests, priority telephone numbers, etc.).
- Promote the Falcon Frequent Flyer program and upsell premium services.
- Advise customers of ticketing time limits and follow up to avoid no-shows.
- Assist customers with travel inquiries and make necessary adjustments to bookings.
- Stay informed about changes in reservations, fares, and ticketing policies.
- Provide timely and accurate responses to all customer queries, ensuring the best possible service.
- Familiarize yourself with the TIMATIC system for Visa, Health, insurance, and general inquiries.
- Action and clear all items on queues in a timely manner.
- Communicate effectively with Gulf Air internal teams for updates and information.
- Attend to corporate clients’ calls or queries as needed.
- Perform additional tasks as assigned by supervisors or managers.
Requirements
To succeed in this role, applicants must have a high school diploma or HND diploma, with related qualifications and training preferred. Training or experience in a call center, ticketing, reservations, and travel trade or customer service environment is an added advantage. Applicants should also be computer literate.