Customer Service Repesentative

Customer Service Representative (Voice & Non-Voice)

Job Summary

We are seeking a dedicated and customer-focused Customer Service Representative to handle voice and non-voice interactions. The ideal candidate will deliver high-quality customer support, resolve queries efficiently, and ensure customer satisfaction by following defined SOPs and process guidelines.

Minimum Education

• High School / Higher Secondary
• Diploma or Bachelor’s Degree preferred

Key Skills & CompetenciesCustomer Service & Communication

• Strong customer service orientation
• Friendly, professional, and upbeat communication style
• Ability to communicate thoughts clearly and in a well-organized manner
• Effective verbal and written communication skills in the required language
• Ability to empathize and provide consistent assistance and support
• Professional and positive attitude with the ability to build rapport quickly
• Treats customers and colleagues with courtesy and respect
• Ability to handle difficult or irate customers effectively

Problem Solving & Process Handling

• Ability to investigate issues and take appropriate action to meet customer needs
• Solves routine problems by gathering accurate information from customers
• Applies a systematic and logical approach to problem-solving
• Understands and communicates customer requirements as per SOPs and knowledge management systems
• Ability to adjust behavior and communication style to suit diverse customer profiles

Technical & System Skills

• Basic working knowledge of computers
• Good typing speed
• Strong information-processing skills (ability to read, think, type, and search simultaneously)
• Basic knowledge of Microsoft Office and related applications
• Ability to work with minimal supervision and maintain a strong work ethic

Testing & Assessment

• Customer service skills assessment
• Basic computer skills testing (Typing, Microsoft Office, etc.)

Domain & Process Knowledge (Travel/Aviation)

• Ability to successfully complete Amadeus Training Certification
• Domain and industry knowledge in travel and aviation

Process Responsibilities Include:

• Regular Bookings: Create new bookings and reservations
• Booking Changes: Modify bookings and handle after-sales requests
• Booking Cancellations: Process cancellations
• Payments: Handle and process all payment-related activities
• General Requests: Manage customer inquiries and miscellaneous requests
• Ancillary Services: Seat selection, extra baggage, and related services
• Corporate / Agencies / Government: New bookings, changes, and reissues
• Airline Holidays Services: Hotel, flight, and attraction bookings

Language Requirements

• Fluent in Arabic (speaking, reading, and writing)
• Strong English language skills
• Knowledge of Urdu is required

Job Types: Full-time, Permanent

Pay: From ﷼2,500.00 per month