Customer Support Agent

Requirements & Qualifications

• Previous experience in customer support or Travel Consultant experience in the travel and tourism industry.
• Excellent verbal and written communication skills in Arabic and in English.
• Additional languages are an advantage.
• Strong problem-solving, listening, and conflict-resolution skills.
• Ability to handle customer complaints calmly and professionally.
• Good computer skills and familiarity with CRM systems or booking platforms.
• Strong organizational skills, attention to detail, and follow-up discipline.
• Ability to work under pressure, manage multiple inquiries, and meet response-time targets.
• A customer-first mindset with a strong sense of responsibility and accountability.

Key Responsibilities

• Handle customer inquiries through phone calls, emails, WhatsApp, and other communication channels.
• Assist customers with flight bookings, hotel reservations, holiday packages, and other travel-related services.
• Provide accurate information regarding bookings, payments, cancellations, amendments, and travel requirements.
• Handle customer complaints professionally and ensure timely resolution.
• Coordinate with Sales, Operations, and other departments to resolve customer issues efficiently.
• Follow up on pending requests and ensure customers receive timely updates.
• Maintain accurate customer records and update all interactions in the company’s system.
• Ensure compliance with company policies, procedures, and customer service standards.
• Escalate complex or unresolved cases to the relevant supervisor or department.
• Maintain a professional, positive, and customer-oriented attitude at all times.

Experience:

• Customer Support Agent: 3 years (Required)
• Travel & Tourism: 3 years (Required)

Language:

• Arabic (Preferred)

Location:

• Dubai (Required)

Work Location: In person