Call Center Agent

Company Overview

IIQAF Group operates within the hospitality sector in Dubai, United Arab Emirates, and is currently expanding its team of professionals focused on customer service and guest relations.

Position Summary

As a Call Center Agent, the successful candidate will manage both inbound and outbound communications, delivering outstanding customer service to guests. Responsibilities include handling inquiries, processing reservations, and resolving complaints efficiently to ensure an exceptional customer experience.

Key Responsibilities

• Manage a high volume of incoming and outgoing customer calls with professionalism.
• Respond promptly to customer questions via phone, email, and live chat platforms.
• Provide precise information about hospitality services, bookings, promotions, and company policies.
• Handle hotel reservations including bookings, changes, cancellations, and special requests.
• Address and resolve customer complaints to maintain high satisfaction levels.
• Use CRM and call center systems to keep detailed guest records.
• Escalate complex issues to supervisors when necessary.
• Adhere strictly to quality assurance standards and service level agreements.
• Achieve daily, weekly, and monthly targets related to call handling and customer satisfaction.
• Foster positive relationships with guests through exemplary support.
• Collaborate with various hotel departments such as housekeeping, front office, and reservations.
• Verify and update customer information accurately.
• Promote company services, loyalty programs, and special offers.
• Maintain confidentiality concerning customer data.
• Stay informed about updates in company policies and hospitality industry standards.

Qualifications

• Minimum high school diploma or equivalent; a bachelor's degree is advantageous.
• Prior experience in call centers, customer support, guest services, or related hospitality roles is preferred.
• Background in hospitality, hotel, travel, tourism, or customer service sectors is highly beneficial.
• Fluency in English, both written and spoken; knowledge of Arabic, Hindi, Urdu, or Filipino is a plus.
• Strong phone etiquette, active listening, interpersonal, and conflict resolution skills.
• Ability to perform effectively under pressure in a dynamic call center setting.
• Familiarity with Microsoft Office suite and CRM software.
• Strong organizational capacity and multitasking abilities.
• Willingness to work flexible hours including shifts, weekends, and public holidays.

Benefits

• Incentives based on performance
• Medical insurance coverage
• Paid annual leave
• Opportunities for career advancement
• Access to professional training and development programs
• A friendly and diverse multicultural workplace environment