30 Bahrain Airport Services jobs in Manama

Job Summary:

The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

Key Responsibilities:

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

Required Skills and Qualifications:

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must
9. Bahraini nationals only

Job Summary:
The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must

Bahraini nationals only

• Manage and supervise the customer service team, providing guidance, training, and performance feedback.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor customer interactions and service metrics to ensure quality standards are met.
• Handle escalated customer issues and complaints, resolving them efficiently and effectively.
• Identify areas for improvement in customer service processes and implement necessary changes.
• Train and onboard new customer service representatives.
• Collaborate with other departments to ensure seamless customer support.
• Develop and maintain knowledge base articles and support documentation.
• Analyze customer feedback and trends to provide insights for product and service improvements.
• Manage staffing levels and scheduling to ensure adequate coverage.
• Stay up-to-date with industry trends and best practices in customer service management.
• Foster a positive and customer-centric team culture.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or management role.
• Proven track record of improving customer satisfaction scores and service efficiency.
• Excellent leadership, team management, and motivational skills.
• Strong problem-solving and conflict-resolution abilities.
• Exceptional written and verbal communication skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work effectively in a hybrid environment, balancing remote management with in-office presence.
• Strong organizational and time management skills.
• Adaptability and a proactive approach to managing change.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer issues and complaints efficiently and effectively.
• Process orders, returns, and exchanges as per company guidelines.
• Document all customer interactions and transactions in the CRM system.
• Identify and escalate priority issues to the appropriate departments.
• Gather customer feedback and share insights with the team to improve services.
• Maintain a high level of product knowledge and service expertise.
• Adhere to service level agreements (SLAs) and performance metrics.
• Contribute to team goals and foster a positive customer service environment.
• Assist in training new team members as needed.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Previous experience in customer service or a related field is preferred.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using computers and various software applications, including CRM systems.
• Ability to multitask and manage time effectively in a remote setting.
• Patience, empathy, and a positive attitude.
• Reliable internet connection and a dedicated workspace.
• Fluency in English is essential, additional languages are a bonus.

1. BRIEF DESCRIPTION OF JOB FUNCTION

The Call Centre Agent is responsible for incoming and outgoing calls. The role involves sales and customer service.

This role requires an individual who is self-motivated with high levels of energy and drive. The Call Centre Agent must have strong communication skills with the ability to maintain good rapport on the phone.

2. DUTIES ACTUALLY PERFORMED BY THIS POSITION:

1. Answer all calls within 2 rings
2. Cordial and positive tone of voice in all calls
3. Focus on the needs of the customer and provide for their queries and requests
4. Sell, up-sell, and cross-sell different products and services to the customer
5. Ensure the next steps and requirements are aligned and clarified with the customer before the end of the call
6. Data entry
7. Filing and documentation management
8. Updating information and ensuring accuracy of data records

1. ESSENTIAL QUALIFICATION REQUIRED (EDUCATION/EXPERIENCE/SKILLS)

1. Minimum of high school certification
2. Diploma and some form of work experience is preferred
3. Strong communication skills
4. Good selling skills
5. Positive energy and teamwork ethos
6. Excellent written and oral communication skills
7. Strong English language proficiency
8. Good understanding of the services
9. Be highly computer literate, particularly in Microsoft Office Products

2. TYPICAL WORKING CONDITIONS

Normal Working Hours: 40 hours a week

Working Timing: rotating shift

Work may require occasional weekend and/or evening work

• High school diploma or equivalent; Bachelor's degree preferred.
• Minimum of 4 years of experience in customer service, with at least 1 year in a senior or lead role.
• Proven ability to handle complex customer issues and de-escalate challenging situations.
• Excellent written and verbal communication skills in English and Arabic (preferred).
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and helpdesk software.
• Strong problem-solving and analytical skills.
• Ability to work independently and manage time effectively in a remote setting.
• Customer-focused mindset with a high degree of empathy and patience.
• Experience in e-commerce or retail customer support is a strong advantage.
• Ability to multitask and thrive in a fast-paced environment.

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Escalate complex problems to appropriate departments for resolution.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify customer needs and suggest appropriate solutions or services.
• Proactively identify trends in customer inquiries and feedback to suggest service improvements.
• Maintain a high level of product knowledge and understanding of company procedures.
• Contribute to team goals and objectives.
• Provide feedback to management on customer satisfaction and areas for improvement.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 2 years of experience in customer service, technical support, or a related field.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk systems.
• Ability to multitask and manage time effectively in a dynamic environment.
• A patient and empathetic approach to customer interactions.
• Ability to work collaboratively in a hybrid team setting.
• Basic computer proficiency.

• Handle high-volume inbound customer service inquiries across multiple channels.
• Provide expert-level support and resolve complex customer issues.
• Troubleshoot product/service problems and guide customers to solutions.
• Process orders, returns, and exchanges efficiently and accurately.
• Escalate unresolved issues to appropriate departments or management.
• Mentor and train junior customer service representatives.
• Document all customer interactions and resolutions in the CRM system.
• Contribute to the development of customer service knowledge base and FAQs.
• Gather customer feedback and identify areas for service improvement.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 4 years of experience in a customer service or customer support role, with at least 1 year in a senior or lead capacity.
• Proven ability to handle complex customer issues and de-escalate challenging situations.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in CRM software and customer support tools.
• Patience, empathy, and a customer-centric attitude.
• Ability to work effectively in a hybrid team environment.
• Strong organizational skills and attention to detail.

• Lead, mentor, and motivate a team of customer service representatives.
• Monitor team performance, set goals, and provide regular feedback and coaching.
• Handle escalated customer issues and complex inquiries, ensuring timely and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Ensure adherence to company policies and service level agreements (SLAs).
• Conduct training sessions to enhance team skills and product knowledge.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues efficiently.
• Manage team schedules and workload to ensure adequate coverage.
• Contribute to the development and refinement of customer service processes and procedures.

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead capacity.
• Proven track record of successfully leading and motivating a customer service team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Ability to handle challenging customer interactions effectively.
• Proficiency in CRM software and customer support tools.
• Experience working in a hybrid or remote team environment is a plus.
• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Strong organizational skills and attention to detail.