Bilingual Contact Center Representative

Company Overview: NoWayOut escape games is a leading provider of immersive and thrilling escape room experiences in Dubai. We are dedicated to creating unforgettable adventures for our customers, and we're looking for enthusiastic and customer-oriented Contact Center Agents to join our team. If you're passionate about puzzles, riddles, and providing exceptional customer service, we want to hear from you!

Job Summary: As a Contact Center Agent for Voice and Non-Voice channels, you will be the first point of contact for customers seeking to book escape room experiences, answer inquiries, and provide outstanding customer service. Your role is crucial in ensuring customers have a seamless and memorable journey from initial contact to their escape room adventure.

Key Responsibilities:

1. Customer Service:

• Handle inbound calls, emails, and chat inquiries from customers with professionalism and enthusiasm.
• Provide accurate and detailed information about our escape room experiences, pricing, availability, and special promotions.
• Assist customers with bookings, reservations, and any changes to their plans.
• Address and resolve customer concerns, ensuring a positive customer experience.

2. Sales and Up-selling:

• Identify opportunities to enhance the customer's experience by offering additional services or upgrades.
• Upsell escape room experiences or special packages to boost revenue.
• Achieve personal and team sales targets.

3. Reservation Management:

• Utilize our booking system to manage customer reservations and maintain an organized schedule.
• Confirm bookings and send reminders to customers, ensuring they are well-prepared for their adventure.

4. Problem Solving:

• Handle customer complaints and issues effectively, seeking resolutions that align with company policies.
• Escalate complex issues to the appropriate department for further assistance.

5. Administrative Tasks:

• Maintain accurate and up-to-date customer records and reservation information.
• Generate reports and track performance metrics related to customer interactions.

Qualifications:

• High school diploma or equivalent (Bachelor's degree preferred).
• Previous experience in customer service or sales, preferably in a contact center environment.
• Excellent verbal and written communication skills.
• Proficiency in using customer service software, booking systems, and Microsoft Office Suite.
• Ability to work flexible hours, including evenings and weekends.
• Strong problem-solving skills and a customer-centric approach.
• Enthusiasm for escape room experiences and a passion for puzzles and adventure.

Benefits:

• Competitive salary and semi-flexible work schedule (3 days off per week).
• Employee discounts on escape room experiences.
• Opportunities for career advancement within the company.
• Comprehensive training and ongoing support to help you excel in your role.
• A dynamic and fun work environment that celebrates teamwork and creativity.

Job Types: Full-time, Permanent, Temporary
Contract length: 2 months

Pay: AED3,000.00 - AED3,500.00 per month

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What do you know about the escape room / escape games industry?
• Are you willing to work on weekends and public holidays?

Experience:

• Customer Service: 2 years (Preferred)

Language:

• English and Arabic (Required)