Call Center Agent
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Key skills for this role
About the Role
Call Center Agents manage customer interactions across calls, chat (Gupshup), and email, delivering prompt and professional support while meeting service KPIs. The.
Key Skills for This Role
Responsibilities
- Manage inbound and outbound calls for Thrifty DXB and Thrifty AUH
- Handle digital chat support via Gupshup platform
- Monitor and respond to CR mailbox emails within SLA
- Proactively track and call back abandoned calls
- Handle police and DED inquiries in compliance with policies
- Manage customer complaints in CRM 360 from start to closure
- Conduct NPS, CSAT, and TRJ surveys
- Address negative Google reviews and encourage updates
- Use DPDS and TARS systems for rental agreement processing
- Execute creation, modification, cancellation of bookings
Requirements
- Experience in call center or customer service
Full Job Posting
ROLE OVERVIEW
- Call Center Agents manage customer interactions across calls, chat (Gupshup), and email, delivering prompt and professional support while meeting service KPIs.
- They handle inquiries, recover missed calls, and coordinate with internal teams to ensure smooth operations.
- The role includes managing customer complaints through the CRM mailbox within SLA timelines, handling specialized cases such as police and DED inquiries, and supporting reservations and partner bookings.
- Agents also contribute to quality assurance by conducting surveys (NPS, CSAT, TRJ), managing feedback, addressing negative Google reviews, and supporting key operational systems such as DPDS and TARS.
Communication Management
- Inbound and outbound Call Excellence for THRIFTY DXB and THRIFTY AUH
- Digital Chat Support (Gupshup): Manage real time customer interactions via the Gupshup platform
- CR Mailbox Administration: Monitor the centralized Customer Relations mailbox
- Abandoned Call Management: Proactively track missed or 'Abandoned' calls and perform call backs
Specialized Inquiries & Legal Liaison
- Police Calls & Inquiries Handling: Manage police related calls received via the dedicated mobile number
- Handling DED: Complaints and disputes on time
- Complaint Ownership (CRM 360): Handle customer complaints logged in CRM 360 from start to closure
Quality Assurance & Customer Insights
- Survey Execution (NPS & TRJ): Accurate data collection and ensuring customer understands feedback process
- CSAT Strategy: Manage Customer Satisfaction (CSAT) follow ups
- Google Reviews Management: Investigate negative reviews, contact customers, resolve issues
DPDS and TARS
- Basic understanding and operational use of DPDS and TARS systems for rental agreement processing
- Ensure accurate capture and verification of customer and rental data
- Support correct processing and tracking of rental agreements within the systems
- Coordinate with relevant internal teams in case of system issues
Reservation
- Comprehensive Booking Control: Execute creation, modification, extension, and cancellation of rentals
- Sharing Thrifty website booking vouchers to counters
- Processing online cancellation refund requests
- Cancelling bookings if needed
- Modifying online prepaid bookings as per requests
- Confirming bookings manually from Travel Agents on Mile power
- Processing refund from Thrifty prepaid bookings
- Making INS booking, modifying and cancellation if needed
- Updating clients regarding online booking enquiries
- Creating bookings for Corporate lease / Personal lease
- Forwarding segregation report on the first week of every month
- Reporting Active INS booking on daily basis
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