Air Arabia PJSC (G9), the Middle East and North Africa’s first and largest low-cost carrier, is seeking experienced Call Center Agents to join its team in Bahrain. In this role, you will handle customer inbound calls, manage travel reservations, modifications, and cancellations, and promote Air Arabia’s services and ancillary products. The position requires professionalism, customer service excellence, and the ability to work in a fast-paced environment while ensuring service quality and customer satisfaction.

Key Responsibilities

• Handle customer enquiries, requests, and complaints professionally while reflecting the company’s brand positively.

• Respond to inbound calls regarding bookings, flight information, modifications, and cancellations accurately and timely.

• Provide details on Air Arabia’s products, services, and promotions, ensuring customer awareness.

• Promote cross-selling opportunities such as ancillary services, holiday packages, and loyalty programs to meet sales targets.

• Manage and resolve customer complaints; escalate cases to concerned departments when necessary and ensure follow-up.

• Convert leads into confirmed bookings or referrals to sales teams when needed.

• Support Contact Center operations to maintain maximum productivity, flexibility, and service excellence.

• Ensure performance targets such as service levels, customer satisfaction, and quality standards are consistently achieved.

• Stay updated on new policies, procedures, and customer care initiatives.

• Perform additional responsibilities as assigned by supervisors.

Qualifications

• High School Diploma or equivalent; additional training in customer service is an advantage.

• Strong computer skills, including Microsoft Office.

• Proficiency in English and Arabic (spoken and written).

Work Experience

• Previous call center experience is mandatory.

• Background in customer service or sales is an added advantage.

• Ability to work under pressure and handle long working hours.

• Strong problem-solving and conflict-resolution skills.

• Effective communication and interpersonal abilities to manage customer expectations.

• Proven ability to meet KPIs and contribute to business strategies.

Why Join Air Arabia?

• Be part of a leading airline with a global footprint.

• Gain valuable experience in customer engagement and travel services.

• Competitive work environment with growth opportunities.

• Opportunity to contribute to customer experience excellence.