Call Center Agent - Inbound

This role involves supporting the Contact Center across the entire network by managing inbound customer calls and providing detailed information about various products and services. The position requires processing flight and holiday reservations, modifications, and cancellations while promoting ancillary services to maximize sales and enhance the overall customer experience. The incumbent is expected to maintain productivity in line with established measures and adhere to the company’s policies and procedures.

Key Responsibilities

- Handle inbound customer calls, addressing inquiries, requests, and complaints promptly and professionally to uphold the company’s branding and corporate image.
- Provide accurate information on the company’s products and services, including processing travel bookings, modifications, and cancellations.
- Manage customer complaints by identifying and prioritizing issues based on complexity, delivering immediate solutions where possible.
- Escalate unresolved complaints to the appropriate Contact Center teams or other divisions and follow up to ensure timely resolution.
- Promote company products and services through cross-selling initiatives such as ancillary services, holiday packages, and loyalty programs, ensuring monthly sales targets are met to increase revenue.
- Convert lead calls to Contact Center sales agents or field sales agents as necessary, and follow up with customers to guarantee effective response to their inquiries.
- Demonstrate a thorough understanding of Contact Center operations, supporting the team in daily activities to maximize productivity, flexibility, and cooperation.
- Achieve all key performance indicators related to customer satisfaction, including service levels, quality standards, and productivity targets.
- Show willingness to learn new initiatives and methodologies that enhance overall performance.
- Perform additional duties as assigned by the Line Manager or Supervisor.

Required Qualifications

- High School diploma, Diploma, or equivalent qualification.
- Proficiency in using technology systems and tools such as Microsoft Office.
- Good command of English and Urdu languages.
- No hearing or articulatory impairments.

Preferred Qualifications and Experience

- Previous experience is not mandatory but will be considered an advantage.
- Ability to understand market trends and translate them into effective customer care solutions.
- Strong communication skills to support sales and marketing efforts.
- Capability to comprehend customer issues and direct them to the appropriate channels.
- Ability to work extended hours and perform well under pressure.
- Skilled in identifying problems quickly and responding effectively to various situations, including handling angry customers and special requests.
- Flexibility to work in shifts, including morning, afternoon, evening, and night schedules.

This position offers an opportunity to develop customer service and sales skills within a dynamic Contact Center environment, contributing directly to customer satisfaction and company growth.