About the role
Job Tasks & Responsibilities:Customer Service & Communication:Presents Tawasul in the most positive way. Handle inbound inquiries via phone, email, and live chat. Provide product information to help customers navigate services and features. Follow up with customers to ensure satisfaction and issue resolution. Ensure a positive and professional customer experience at all times. Complaint Handling & Problem Resolution:Resolve customer complaints professionally and efficiently. Resolve basic customer issues by following established scripts and protocols. Escalate complex problems to Team leader or relevant departments. Maintain professionalism while managing high-pressure or difficult interactions. CRM & Administrative Support:Process service requests and update customer information in the CRM system. Enforces all administration policies. Performance & Quality Management:Meet performance metrics related to response times and customer satisfaction scores. Meet customer service KPIs and quality standards. Workplace Culture & Professional Conduct:Provides an atmosphere which promotes respect for all individuals.
Bachelor’s degree or relevant diploma preferred.0–2 years of experience in travel, tourism, customer service, or airline ticketing.Basic knowledge of GDS systems such as Amadeus is an advantage.Good command of English (written and spoken).Proficiency in Microsoft Office applications.Strong communication and customer service skills.Ability to work under pressure and manage multiple tasks.Attention to detail and accuracy.Flexibility to work rotational shifts if required.Preferred SkillsProblem-solving abilities.Teamwork and collaboration.Time management skills.Sales and upselling skills are a plus.Positive and professional attitude.
