Call Center Agent – Customer Service & Sales

About the role

We are looking for a Call Center Agent to join our Bahrain contact centre. The role involves handling inbound customer calls, providing information on products and services, processing travel reservations, and promoting ancillary offers to enhance the customer experience and drive sales.

Key responsibilities

• Handle inbound customer enquiries, requests and complaints while maintaining company branding and quality standards.
• Provide accurate information on products and services and process travel bookings, modifications and cancellations.
• Identify, prioritize and resolve customer issues; escalate complex complaints to the appropriate department and follow up on actions.
• Promote ancillary products, holiday packages and loyalty programmes to meet monthly sales targets.
• Convert lead calls to sales agents and ensure follow‑up with customers.
• Support day‑to‑day contact centre operations, ensuring productivity and adherence to service level agreements.
• Meet key performance indicators for customer satisfaction, quality and productivity.
• Perform any additional tasks assigned by the line manager.

Required profile

• High School diploma or equivalent.
• Good command of English and Arabic (Arabic optional with manager approval).
• No hearing or speech impairments.
• Ability to work long hours under pressure.
• No prior experience required; any relevant experience is a plus.
• Strong communication skills and ability to understand customer needs.
• Capability to use technology systems and tools such as Microsoft Office.

Required skills

• Proficiency with Microsoft Office (Word, Excel, Outlook).