Job Overview:We are seeking a dedicated Call Center Agent (Bilingual call center that handles both Arabic and English) to handle customer inquiries, requests, and complaints in a positive and effective manner. The ideal candidate will reflect our company’s branding and corporate image while adhering to approved quality standards. Key Responsibilities:Respond promptly and accurately to incoming customer calls regarding inquiries, requests, and complaints, ensuring a positive image of the company.Provide detailed information about the company’s products and services, process travel bookings, modifications, and cancellations.Manage customer complaints of varying complexities, prioritize issues, and provide immediate solutions as necessary.Escalate unresolved complaints to the appropriate parties within the Contact Center or other divisions and follow up to ensure resolution.Promote the company’s products and services through cross-selling initiatives, including ancillary services, holiday packages, and loyalty programs, to meet monthly sales targets.Convert lead calls to Contact Center sales agents and field sales agents as needed, ensuring timely responses to customer inquiries.Support the Contact Center team in daily operations, fostering maximum productivity, flexibility, and cooperation.Achieve key performance indicators for customer satisfaction, including service levels, quality standards, and productivity metrics.