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 will ensure productivity aligns with established performance measures and company policies.

Key Responsibilities

- Handle inbound customer calls, addressing inquiries, requests, and complaints promptly and professionally, reflecting the company’s branding and quality standards.
- Provide accurate information about the company’s products and services, including processing travel bookings, modifications, and cancellations.
- Manage customer complaints by identifying and prioritizing issues based on complexity, offering immediate solutions, and escalating to relevant departments when necessary, following up to ensure resolution.
- Promote company products and services through cross-selling opportunities such as ancillary services, holiday packages, and loyalty programs, consistently meeting monthly sales targets to increase revenue.
- Convert lead calls to Contact Center sales agents or field sales agents as appropriate, ensuring effective follow-up on customer inquiries.
- Demonstrate a thorough understanding of Contact Center operations, supporting daily activities to achieve maximum productivity, flexibility, and teamwork.
- Meet all key performance indicators related to customer satisfaction, including service levels, quality standards, and productivity goals.
- 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.
- Proficient in using technology systems and tools, including Microsoft Office.
- Good command of English and Urdu languages.
- No hearing or speech impairments.

Preferred Qualifications and Experience

- Previous experience is not mandatory but will be considered an advantage.
- Ability to understand market trends and apply this knowledge to deliver effective customer care solutions.
- Strong communication skills to support sales and marketing efforts.
- Capability to comprehend customer issues and direct them appropriately.
- 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, complaints, and special requests.
- Flexibility to work in shifts, including morning, afternoon, evening, and night schedules.

This position offers an opportunity to grow within a dynamic Contact Center environment, contributing to both customer satisfaction and company revenue through excellent service and sales support.