Call Center Agent
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Key skills for this role
About the Role
IIQAF Group is hiring a Call Center Agent for its hospitality team in Dubai. The role involves handling inbound/outbound calls, processing reservations, resolving complaints, and ensuring excellent customer service.
Key Skills for This Role
Responsibilities
- Handle high volumes of inbound and outbound customer calls professionally.
- Respond to customer inquiries via phone, email, and live chat.
- Provide accurate information about hospitality services, reservations, bookings, promotions, and company policies.
- Process hotel reservations, booking modifications, cancellations, and customer requests.
- Resolve customer complaints efficiently while maintaining excellent customer satisfaction.
- Maintain detailed customer records using CRM software and call center systems.
- Escalate complex customer issues to supervisors when required.
- Follow call center quality assurance standards and service level agreements (SLAs).
- Meet daily, weekly, and monthly call handling and customer satisfaction targets.
- Build positive relationships with guests through outstanding customer support.
- Coordinate with hotel operations, front office, housekeeping, reservations, and other departments.
- Promote company services, loyalty programs, and special hospitality offers.
Requirements
- High school diploma or equivalent; bachelor's degree is an advantage.
- Previous experience as a Call Center Agent, Customer Service Representative, or similar role preferred.
- Experience in hospitality, hotel, travel, tourism, or customer service industry highly desirable.
- Excellent verbal and written communication skills in English.
- Additional languages such as Arabic, Hindi, Urdu, or Filipino are an advantage.
- Strong telephone etiquette and active listening skills.
- Excellent interpersonal and conflict resolution abilities.
- Ability to work under pressure in a fast paced call center environment.
- Proficiency in Microsoft Office and CRM software.
- Strong organizational and multitasking skills.
- Flexible to work shifts, weekends, and public holidays.
Full Job Posting
Job Summary
- IIQAF Group is seeking a professional, customer focused, and motivated Call Center Agent to join our growing hospitality team in Dubai.
- The ideal candidate will handle inbound and outbound customer calls, provide exceptional customer service, resolve guest inquiries, process reservations, manage complaints professionally, and ensure every customer receives a positive experience.
- This role is ideal for individuals with excellent communication skills, strong problem solving abilities, and previous experience in a call center, customer support, customer service, hospitality, hotel reservations, or guest relations.
Key Responsibilities
- Handle high volumes of inbound and outbound customer calls professionally.
- Respond to customer inquiries via phone, email, and live chat.
- Provide accurate information about hospitality services, reservations, bookings, promotions, and company policies.
- Process hotel reservations, booking modifications, cancellations, and customer requests.
- Resolve customer complaints efficiently while maintaining excellent customer satisfaction.
- Maintain detailed customer records using CRM software and call center systems.
- Escalate complex customer issues to supervisors when required.
- Follow call center quality assurance standards and service level agreements (SLAs).
- Meet daily, weekly, and monthly call handling and customer satisfaction targets.
- Build positive relationships with guests through outstanding customer support.
- Coordinate with hotel operations, front office, housekeeping, reservations, and other departments.
- Promote company services, loyalty programs, and special hospitality offers.
Required Qualifications
- High school diploma or equivalent; bachelor's degree is an advantage.
- Previous experience as a Call Center Agent, Customer Service Representative, Customer Support Executive, Contact Center Agent, Guest Service Agent, or Customer Care Executive preferred.
- Experience in the hospitality, hotel, travel, tourism, or customer service industry is highly desirable.
- Excellent verbal and written communication skills in English.
- Additional languages such as Arabic, Hindi, Urdu, or Filipino are an advantage.
- Strong telephone etiquette and active listening skills.
- Excellent interpersonal and conflict resolution abilities.
- Ability to work under pressure in a fast paced call center environment.
- Proficiency in Microsoft Office and CRM software.
- Strong organizational and multitasking skills.
- Flexible to work shifts, weekends, and public holidays.
Benefits
- Performance based incentives
- Medical insurance
- Paid annual leave
- Career growth opportunities
- Professional training and development
- Friendly and multicultural work environment
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