Customer Service Agent - Engagement Centre (Passenger Services)

Role & responsibilities

• Manage operations, ensuring SLA delivery and high customer/employee satisfaction.
• Address client queries via phone and email proactively and courteously.
• Provide product and service information to customers.
• Follow proper escalation and communication procedures.
• Ensure compliance with policies, legal, and ethical requirements.
• Maintain confidentiality of customer and company information.
• Handle and resolve customer requests and complaints efficiently.
• Contribute to product selling strategy, optimize sales, and maximize revenue.
• Champion upselling initiatives and promote facilities during calls.
• Participate in special projects and other duties as assigned.

Preferred candidate profile

• Previous experience in call center environment in a sales and reservations environment
• 1 to 2 year of experience in an international contact center environment.
• Excellent verbal and written communication skills.
• Ability to work under pressure and constant changing dynamics.
• Ability to motivate the team to adapt to constant changes
• Good planning, organizing and problem-solving skills
• Able to encourage, motivate and provide recognition