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Call Center Agent

4 weeks ago

Karachi, Sindh, Pakistan Fly Jinnah Full time

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Job Purpose

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 holidays 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 policies.

Key Responsibilities
  • Handle customers' inquiries, requests, and complaints positively and effectively, reflecting the company's branding and quality standards.
  • Respond to incoming calls promptly and accurately, providing information about products and services, and processing bookings, modifications, and cancellations.
  • Manage customer complaints by identifying issues and providing immediate solutions; escalate issues when necessary and follow up on resolutions.
  • Promote the company's products and services through cross-selling, such as ancillaries, holiday packages, and loyalty programs, to meet monthly sales targets.
  • Convert lead calls into sales and follow up to ensure customer inquiries are addressed effectively.
  • Support the team in daily operations to maximize productivity and cooperation.
Qualifications
  • High School Diploma or equivalent.
  • Proficient in using technology systems and tools like Microsoft Office.
  • Good command of English and Urdu languages.
  • No hearing or speech impairments.
Work Experience

No prior experience required; any experience is an advantage. Capable of understanding market trends, building sales techniques, and handling customer issues under pressure. Flexible to work shifts including mornings, afternoons, evenings, and nights.

Additional Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Other
  • Industry: Airlines and Aviation
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