- Hiring Organization: Air Arabia PJSC
- Post Name: Call Center Agent
- Industry: Airline
- Qualification: High School/Diploma or equivalent
- Salary: AED 7500 to AED 8000 Per Month
- Job Experience: Fresher’s
- Work Hours: 8 Hours
- Employment Type: Full-time
- Location: Sharjah
Sharjah Airport Jobs for Fresher: We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.
Air Arabia PJSC, Welcome to Air Arabia, the Middle East and North Africa’s first and largest Low Cost Carrier (LCC). We fly you to over 170 destinations spread across the Middle East, North Africa, Asia and Europe. We offer you comfort, reliable and value for money air travel across our network and with our value preposition “Where Next”, we help you to fly more often to more places at your own convenience!
The millions of passengers who have chosen to fly with Air Arabia have helped us make a difference and set a mark in the aviation industry internationally. Learn more about your preferred Airline through Media Center. Read about the latest happenings and our most recent achievements. Air Arabia is the first publicly listed airline in the region providing the carrier an independent path to growth and profitability; visit Investor Relations to learn more about the company’s financial results and statements. Air Arabia is not only committed to providing affordable air travel but is also dedicated to uplifting the lives of those who are less fortunate.
Taking responsibility and lead on social needs of local and international communities has been part of our success. To this end, the carrier has implemented a corporate social responsibility (CSR) program for sustainable development with an emphasis on providing better education and healthcare for underprivileged communities.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Polite, professional phone voice.
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