Qualifications and Technical Competencies RequiredEducationUndergraduate to post-graduateDesirable: Travel / Hospitality IndustryExperienceFresher / Experience in a Domestic or International processInboundPrefer having prior experience of taking callsExcellent call management skillsHandle irate customersOutboundShould ensure that the daily targets assigned are completed on timeExcellent real writing/verbal skillsEnsure adherence to daily activities assignedTechnical Competencies: Job relatedPrefer having typing Speed +25 wpm with 90% accuracyMS office knowledge mandatoryBasic computer knowledgeLanguageEnglish B1 or B2 Level and ArabicSoft SkillsStrong communication skills to effectively manage interactionsProficient in verbal communicationAbility to create exceptional customer experiences (Customer Satisfaction)Meet delivery expectations aligned with defined Key Result Areas (KRAs)Personal Skills and TraitsShould be supportive and open to feedbackIs able to communicate clearly, both written and in speechHas a pleasant attitudeTeam playerShould be a quick learnerAbility to manage work efficiently with minimum guidanceMulti-tasking abilityJob DescriptionHandle Chat interactions, inbound video calls, emails & outbound calls as requiredComprehend customers' queries / complaints / commentsDisplay empathy/ understanding of the issue/ concern towards the customerProvide quick and effective resolution to customers' queriesTalks in a way the customer can understandIs able to handle pressure situations and complaints of irate customersWorks accurately and with an eye for detailsIs able to use automated information systems to analyze the customer's situationMeeting targets of upsellingEnsures adherence to on-time reporting to workShare process improvement ideasWork Schedule and EnvironmentWorking 5 days a week with Rotational shifts (Timing) and Rotational week offMandatory:Excellent communicationAdherence to company policies, rules and regulationsTo follow quality processes thoroughly using checklist standardsResponsible for complying with all QMS and ISMS Policies and proceduresOpen for change in process as per requirement