278 Customer Relationship Management jobs in Bahrain

Overview

We are looking for enthusiastic success driven contact centre agents to join our team!

To answer all ila Bank customer queries by delivering exception levels of customer experience and satisfaction. Using all the tools and resources available, striving to resolve all customer enquiries on first call (FCR).

• Responsible for the ila Bank Customer Service Contact Centre (CSCC) delivery to the agreed levels of Customer Experience for all customers on any given shift.


• Answering communications from customers professionally and responding to customer inquiries and complaints.


• To ensure customers queries are answered with the aim of a first-time resolution.


• To ensure that other queries are responded to within our agreed response time and SLAs.


• To ensure the best Customer Service experience is given to all customers regardless of communication channel.


• To achieve KPI’s whilst maintaining excellent quality.


• To handle customers in both inbound and outbound across different platforms, including Social Media, Email, Live Chat and Telephone.


• You will work with your colleagues across Customer Service to identify and highlight trends in any customer queries and feed this to the management team.


• Researching required information using available resources to support resolving Customer requests.


• Handling and resolving customer complaints regarding product sales to customer service problems.


• Providing customers with the organisation’s service and product information.


• Processing forms, cases, and applications requested by the customers.


• Identifying, escalating priority issues and reporting to CSCC management.


• Following up complicated customer calls where required.


• Completing call notes and call reports as necessary and updating them in the CRM.


• Obtaining and evaluating all relevant data to handle complaints and inquiries.


• Recording details of comments, inquiries, complaints, and actions taken.


• Managing administration, communicating and coordinating with internal departments.


• Other duties as assigned.

• A minimum of 2 Years Contact Centre/Customer Services Advisor


• Proficiency in Microsoft Office and customer service software.


• Ideal: Banking background.


• Involvement in startup business (ideal not mandatory).

• BS in Banking/Finance or equivalent (Desired not mandatory).

What's your highest level of education completed?

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

High school diploma or equivalent; additional education or certification in customer service is a plus. Previous experience in customer service or a related field preferred, but not required.

We are seeking a motivated and friendly individual to join our team as a Customer Service Representative. As the first point of contact for our customers, you will play a crucial role in providing exceptional service and resolving inquiries efficiently.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, or chat in a professional and courteous manner.
• Provide accurate information about our products, services, and policies to assist customers with their needs.
• Handle and resolve customer complaints or issues effectively, aiming for first-contact resolution whenever possible.
• Process orders, returns, and exchanges accurately and in a timely manner.
• Keep detailed records of customer interactions and transactions using our CRM system.
• Collaborate with other team members and departments to ensure a seamless customer experience.
• Continuously strive to improve customer satisfaction by identifying areas for enhancement in processes or services.

Benefits and Working Conditions:

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Opportunities for career advancement and professional development.
• Supportive and collaborative work environment with a focus on employee well-being.
• Flexible scheduling options to accommodate work-life balance.
• Employee discounts on company products or services.
• Modern and comfortable office space equipped with the latest technology tools to support your work.

Join our team and be part of a company that values its employees and prioritizes customer satisfaction. Apply today to start your rewarding career as a Customer Service Representative!

• Ability to remain calm and composed under pressure while maintaining a positive attitude.
• Proficiency in using computers and familiarity with CRM software.
• Strong problem-solving skills and attention to detail.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.

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

· Good in computer skills

· Good English language

Good communication skills (oral & written)

Job Type: Full-time

MAIN DUTIES AND RESPONSIBILITIES:

• Assist the Head Customer Service to achieve compliance and service quality standards by making sure all activities related to customer service are in line with stipulated aviation guidelines and policy of GF.
• Handle customer interactions across multiple channels calls, chats, Whatsapp, emails, and social media related to holiday packages, including travel advisory, inquiries, bookings, amendments, cancellations, and general support requests.
• Provide accurate and comprehensive information on destinations, packages, pricing, offers, and policies to assist customers in making informed booking decisions.
• Convert sales inquiries into confirmed bookings, contributing to revenue targets through effective upselling and cross-selling of relevant services.
• Manage post-booking changes such as date modifications, special requests, refunds, and travel documentation updates, ensuring all actions are accurate and in compliance to the policy.
• Revalidate and/or reissue e-tickets for existing bookings, apply ticketing regulations, calculate change fees/penalties accurately, collect and process payment with courtesy in a timely and efficient manner. Amend existing bookings and itineraries as required, calculate change fees and penalties accurately, collect and process payment with courtesy in a timely and efficient manner.
• Handle other airline tickets exchange requirements, in case of schedule change.
• Help in resolving last-minute issues as per the request of airports and local offices.
• Notify passengers with courtesy phone calls or emails to advise them of schedule change, flight delay, flight cancellation, flight downgrading, flight overbooking, equipment change and seat re-protection. Update bookings with remarks appropriately after providing customers with suitable alternatives and rebook them with onward connection in a timely and efficient manner.
• Ensure all email communications received are responded with appropriate solutions in a timely manner.
• Properly handle upset customers with patience while aiming to provide the best image of the brand and its customer obsession.
• Communicate with concerned department within HDQ or other GF networks if required as a part of providing solutions.
• Provide feedback to supervisors related to system issues or improvement purposes by reporting any error faced in the systems.
• Ensure all the queues to issue/reissue/refund/schedule change and revalidation handled on timely and efficient manner.
• Address customer complaints and escalations with empathy and professionalism, collaborating with the manager and internal teams to ensure prompt and effective resolution.
• Cross sell and up sell all products and services offered by Gulf Air Holidays.
• Maintain accurate and up-to-date records in CRM platforms in accordance with internal protocols and SLAs.
• Collaborate with internal departments and external partners (travel agents, hotels, ground handlers) to resolve issues and deliver seamless customer experience.
• Gather and relay customer feedback to the Customer Support Manager, helping to identify areas for improvement in service and offerings.
• Stay informed on the latest holiday products, policies, promotions, and system changes to deliver consistent and updated information to customers.
• Ensure strict compliance with SLAs, refund policies, safety standards, and relevant travel regulations.
• Participate in service recovery efforts, team meetings, training sessions, and process improvement initiatives led by the Customer Support Manager.
• Participate in regular team briefings and knowledge-sharing sessions to stay informed about current campaigns, procedures, and updates.
• Ensure adherence to company policies, grooming standards, and professional conduct when dealing with customers and colleagues.
• Assist the product development team and sales team with any special tasks/projects such as product loading, sales activation events, and others.
• Monitor and assist in delivery of excellent service experiences and review of customer feedback through every customer touchpoint.
• Able to take corrective measures for the improvement of overall customer satisfaction based on organizational goals.
• Oversee complex or high-value holiday bookings, including itinerary planning, special requests, and customized packages under guidance of the destination management team.
• Manage the functions of receiving, analyzing, resolving, and documenting customer issues and complaints as required by the organization, utilizing a CRM system.
• Handle customer service representatives through direct supervision, for example, ongoing professional training, ensuring that all the team members are sufficiently skilled and experienced for proper handling of customer inquiries and complaints within the required time and professionally.
• Monitor and ensure an efficient flow of handling gulf air holidays website ticketing and Handling website errors and make sure to escalate it to the related team.
• Verify the payment gateway issues and convey them to the concerned team.
• Handling and verifying audit points raised by the external audit team aligning with the company policy in terms of issuing ADM (agent debit memo) for short collections.
• Coordinate, follow up and generate all required reports, processes, guidelines, systems to the internal Audit team and work to rectify the highlighted audit summary points.
• Assist the operations & fulfillment team, product development team, sales team with any special tasks/projects such as issuing booking and communication with suppliers, product loading, sales activation events, and others.
• Carry out any other tasks allocated by management.

EDUCATION AND OTHER QUALIFICATION REQUIREMENTS:

• Preferably a bachelor s degree in the field of marketing, hospitality, commerce or accounting.
• Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.

Job Summary
Zurich Middle East is part of Zurich Insurance Group, one of the world's largest and most experienced insurers. Our mission is to help our local community understand and protect themselves from risk both locally and globally.

Reporting to Team Manager – Surrender Servicing, as Customer Service Officer you are expected to develop and deliver customer-specific, value-added services for existing and new customers in line with Zurich values.

Job Accountabilities

As Customer Service Officer, your role will involve:

• Collaborates with teams across the organization and serves as an advocate for our customers' service needs, coordinating with the appropriate business partner.
• Undertake thorough AML reviews in line with regulatory guidelines.
• Communicate timely updates to customers and advisors on pending requests, aiming to provide E2E closures.
• The role requires an individual to comprehend and articulate a query or complaint raised by the customer and be able to provide an effective and accurate response/resolution to it.
• The individual is expected to take ownership and responsibility for personal performance targets.
• Role requires an individual to reflect on their performance and learn from their mistakes, seeing these as opportunities to improve on one's performance in the future.
• The individual should be flexible in meeting the dynamic nature of work.
• To provide customer service to both internal and external customers.
• Process requests of Policyholders and Financial Advisors as prescribed in the Business Process Manuals and within agreed timelines.
• Drive a culture of quality and accuracy through cases worked on within the stipulated frameworks.
• Escalate any problem or risks to the Team Manager in the first instance and report breaches as per the prescribed Framework.
• Be open to continuous learning and act as a facilitator during cross training and get cross skilled in other transaction types, once such opportunities are presented.
• Maintain and implement personal development plans in partnership with the immediate manager.
• The individual should highlight any instances or give an indication where it appears that the customer may not be treated fairly.
• Identify, recommend, and facilitate the implementation of process improvement initiatives / ideas to improve efficiency.

Job Qualifications
To be successful in this role, you will need:

• Bachelor's degree preferred (or equivalent), and prior experience in a related field.
• Prior experience working within life insurance industry.
• Understanding of Insurance, corporate savings and pensions / end of service benefits being strongly preferred.
• Previous experience working within an international and diverse cultural organization would be beneficial.

Skills:

• Analytical and problem-solving mindset.
• Accuracy and Attention to details.
• Intermediate knowledge of Microsoft office packages– Word, Excel, and PowerPoint.
• Excellent negotiation and communication skills both written and verbal in English.
• Digital Literacy.
• KYC knowledge.

You are the heart & soul of Zurich
At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let's continue to grow together

• Location(s): BH - Manama
• Remote working: No
• Schedule: Full Time
• Recruiter name: Taniya Baby
• Hiring Manager: Jagadeesh Kumar
• Closing Date: 24 October 2025

MAIN DUTIES AND RESPONSIBILITIES:

• Assist the Head - Customer Service to achieve compliance and service quality standards by making sure all activities related to customer service are in line with stipulated aviation guidelines and policy of GF.
• Handle customer interactions across multiple channels—calls, chats, Whatsapp, emails, and social media—related to holiday packages, including travel advisory, inquiries, bookings, amendments, cancellations, and general support requests.
• Provide accurate and comprehensive information on destinations, packages, pricing, offers, and policies to assist customers in making informed booking decisions.
• Convert sales inquiries into confirmed bookings, contributing to revenue targets through effective upselling and cross-selling of relevant services.
• Manage post-booking changes such as date modifications, special requests, refunds, and travel documentation updates, ensuring all actions are accurate and in compliance to the policy.
• Revalidate and/or reissue e-tickets for existing bookings, apply ticketing regulations, calculate change fees/penalties accurately, collect and process payment with courtesy in a timely and efficient manner. Amend existing bookings and itineraries as required, calculate change fees and penalties accurately, collect and process payment with courtesy in a timely and efficient manner.
• Handle other airline tickets exchange requirements, in case of schedule change.
• Help in resolving last-minute issues as per the request of airports and local offices.
• Notify passengers with courtesy phone calls or emails to advise them of schedule change, flight delay, flight cancellation, flight downgrading, flight overbooking, equipment change and seat re-protection. Update bookings with remarks appropriately after providing customers with suitable alternatives and rebook them with onward connection in a timely and efficient manner.
• Ensure all email communications received are responded with appropriate solutions in a timely manner.
• Properly handle upset customers with patience while aiming to provide the best image of the brand and its customer obsession.
• Communicate with concerned department within HDQ or other GF networks if required as a part of providing solutions.
• Provide feedback to supervisors related to system issues or improvement purposes by reporting any error faced in the systems.
• Ensure all the queues to issue/reissue/refund/schedule change and revalidation handled on timely and efficient manner.
• Address customer complaints and escalations with empathy and professionalism, collaborating with the manager and internal teams to ensure prompt and effective resolution.
• Cross sell and up sell all products and services offered by Gulf Air Holidays.
• Maintain accurate and up-to-date records in CRM platforms in accordance with internal protocols and SLAs.
• Collaborate with internal departments and external partners (travel agents, hotels, ground handlers) to resolve issues and deliver seamless customer experience.
• Gather and relay customer feedback to the Customer Support Manager, helping to identify areas for improvement in service and offerings.
• Stay informed on the latest holiday products, policies, promotions, and system changes to deliver consistent and updated information to customers.
• Ensure strict compliance with SLAs, refund policies, safety standards, and relevant travel regulations.
• Participate in service recovery efforts, team meetings, training sessions, and process improvement initiatives led by the Customer Support Manager.
• Participate in regular team briefings and knowledge-sharing sessions to stay informed about current campaigns, procedures, and updates.
• Ensure adherence to company policies, grooming standards, and professional conduct when dealing with customers and colleagues.
• Assist the product development team and sales team with any special tasks/projects such as product loading, sales activation events, and others.
• Monitor and assist in delivery of excellent service experiences and review of customer feedback through every customer touchpoint.
• Able to take corrective measures for the improvement of overall customer satisfaction based on organizational goals.
• Oversee complex or high-value holiday bookings, including itinerary planning, special requests, and customized packages under guidance of the destination management team.
• Manage the functions of receiving, analyzing, resolving, and documenting customer issues and complaints as required by the organization, utilizing a CRM system.
• Handle customer service representatives through direct supervision, for example, ongoing professional training, ensuring that all the team members are sufficiently skilled and experienced for proper handling of customer inquiries and complaints within the required time and professionally.
• Monitor and ensure an efficient flow of handling gulf air holidays website ticketing and Handling website errors and make sure to escalate it to the related team.
• Verify the payment gateway issues and convey them to the concerned team.
• Handling and verifying audit points raised by the external audit team aligning with the company policy in terms of issuing ADM (agent debit memo) for short collections.
• Coordinate, follow up and generate all required reports, processes, guidelines, systems to the internal Audit team and work to rectify the highlighted audit summary points.
• Assist the operations & fulfillment team, product development team, sales team with any special tasks/projects such as issuing booking and communication with suppliers, product loading, sales activation events, and others.
• Carry out any other tasks allocated by management.

EDUCATION AND OTHER QUALIFICATION REQUIREMENTS:

• Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting.
• Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.

MAIN DUTIES AND RESPONSIBILITIES:

• Handle customer interactions across multiple channels—calls, chats, Whatsapp, emails, and social media—related to holiday packages, including travel advisory, inquiries, bookings, amendments, cancellations, and general support requests.
• Provide accurate and comprehensive information on destinations, packages, pricing, offers, and policies to assist customers in making informed booking decisions.
• Convert sales inquiries into confirmed bookings, contributing to revenue targets through effective upselling and cross-selling of relevant services.
• Manage post-booking changes such as date modifications, special requests, refunds, and travel documentation updates, ensuring all actions are accurate and in compliance to the policy.
• Revalidate and/or reissue e-tickets for existing bookings, apply ticketing regulations, calculate change fees/penalties accurately, collect and process payment with courtesy in a timely and efficient manner. Amend existing bookings and itineraries as required, calculate change fees and penalties accurately, collect and process payment with courtesy in a timely and efficient manner.
• Handle other airline tickets exchange requirements, in case of schedule change.
• Help in resolving last-minute issues as per the request of airports and local offices.
• Notify passengers with courtesy phone calls or emails to advise them of schedule change, flight delay, flight cancellation, flight downgrading, flight overbooking, equipment change and seat re-protection. Update bookings with remarks appropriately after providing customers with suitable alternatives and rebook them with onward connection in a timely and efficient manner.
• Assist the operations & fulfillment team, product development team, sales team with any special tasks/projects such as issuing booking and communication with suppliers, product loading, sales activation events, and others.
• Carry out any other tasks allocated by management.
• Ensure all email communications received are responded with appropriate solutions in a timely manner.
• Call back customers if call is dropped or customer didn't manage to get through.
• Properly handle upset customers with patience while aiming to provide the best image of the brand and its customer obsession.
• Communicate with concerned department within HDQ or other GF networks if required as a part of providing solutions.
• Provide feedback to supervisors related to system issues or improvement purposes by reporting any error faced in the systems.
• Ensure all the queues to issue/reissue/refund/schedule change and revalidation handled on timely and efficient manner.
• Address customer complaints and escalations with empathy and professionalism, collaborating with the manager and internal teams to ensure prompt and effective resolution.
• Cross sell and up sell all products and services offered by Gulf Air Holidays.
• Maintain accurate and up-to-date records in CRM platforms in accordance with internal protocols and SLAs.
• Collaborate with internal departments and external partners (travel agents, hotels, ground handlers) to resolve issues and deliver seamless customer experience.
• Gather and relay customer feedback to the Customer Support Manager, helping to identify areas for improvement in service and offerings.
• Stay informed on the latest holiday products, policies, promotions, and system changes to deliver consistent and updated information to customers.
• Ensure strict compliance with SLAs, refund policies, safety standards, and relevant travel regulations.
• Participate in service recovery efforts, team meetings, training sessions, and process improvement initiatives led by the Customer Support Manager.
• Participate in regular team briefings and knowledge-sharing sessions to stay informed about current campaigns, procedures, and updates.
• Ensure adherence to company policies, grooming standards, and professional conduct when dealing with customers and colleagues.

EDUCATION AND OTHER QUALIFICATION REQUIREMENTS:

• Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting.
• Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.