143 Helpline Support jobs in Bahrain

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Location:

Manama, AE

Country: AE

To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

• Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards.
• Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
• Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
• Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
• As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
• Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
• Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
• Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
• Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
• Performs any additional responsibilities as advised by the Line Manager/Supervisor.

• High School/Diploma or equivalent.
• Capable of using technology systems and tools such as Microsoft Office.
• Good in English & Arabic Languages.

• No previous experience is required for this role; any experience would be treated as an advantage.
• Capability of understanding market trends and channeling them leading to effective customer care solutions.
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Capable of understanding customers’ problems and direct them in the right channel.
• Ability to work for long hours and under pressure.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

Date: 12 May 2025

Company: Air Arabia PJSC (G9)

Location:

Manama, AE

Country: AE

Job Purpose
To support the Contact Center across the network by handling inbound customer calls, providing information on products and services, processing reservations, modifications, cancellations, and promoting additional services to maximize sales and enhance customer experience. Ensure productivity aligns with company policies and standards.

Key Responsibilities

1. Handle customer inquiries, requests, and complaints positively, reflecting the company's branding and quality standards.
2. Respond to calls promptly and accurately, maintaining a positive company image.
3. Provide accurate information about products and services; process bookings, modifications, and cancellations.
4. Handle complaints, identify issues, and provide immediate solutions.
5. Escalate complaints when necessary and follow up on actions taken.
6. Promote products and services through cross-selling to meet sales targets.
7. Convert lead calls to sales agents and follow up to ensure effective response.
8. Support team operations, ensuring maximum productivity and cooperation.
9. Achieve key performance indicators related to customer satisfaction, service levels, quality, and productivity.
10. Participate in learning new initiatives to improve performance.
11. Perform additional duties as assigned by the supervisor.

• High School/Diploma or equivalent.
• Proficiency with technology tools such as Microsoft Office.
• Fluent in English and Arabic; non-Arabic speakers considered with approval.
• No hearing or speech impairments.

• No prior experience required; any experience is an advantage.
• Understanding market trends and customer care solutions.
• Effective communication skills for sales and marketing.
• Ability to understand and direct customer issues appropriately.
• Capacity to work long hours and under pressure.
• Ability to handle difficult situations and customer complaints.
• Ability to contribute to business strategies and KPIs.

• To assist customer by answering and responding to his inquiries, questions and complaints with the highest degree of courtesy and professionalism to achieve customers services business objective.
  
  

• Answer inbound calls to assist customers who have specific inquiries.
• Build customer’s trust in the services and products offered by Zain.
• Provide personalized customer service of the highest level.
• Ability to treat people with respect under all circumstances, instill trust in others beside upon the values of the organization.
• Dependability to follow instructions as well as take responsibility for their actions and also keep commitments.
• Ability to work as part of a team- to achieve performance metrics.
• Assist customers with all issues and escalate them to management appropriately.
• Update job knowledge by studying new product descriptions; participating in educational opportunities.
• Identify areas of improvement in complaints and service requests handling processes applied at all touch points.
• Convey practical feedback on customer experiences for all products and services to product owners for enhancement and development.
• Performs any other related duties as assigned or needed.
  
  

• Understanding Individual Differences of Customers.
• Good Verbal Communication (Well Spoken-Clear Voice-High Volume Good use of Tone).
• A sound knowledge of telephone etiquette.
• Listening Skills (Ask the right questions- Listen carefully and take note of the client’s individual need).
• Language Abilities (English – Arabic) - Urdu is a plus.
• Computer Skills (Microsoft Office Basic).
• Effectiveness of customer retention.
• Effectiveness of issue resolution/decision making/change control and risk management.
  
  

• University student (2nd year and above).
• Experience is a plus.
• Able to full time on shift basis.
  
  

• Resume/CV

Are you an IT Help Desk Support professional looking for a place where you can make a difference every day? Serco is the place for you! We have an exciting opportunity supporting the United States Navy and our CNIC N6 program at ISA Air Base, Bahrain .

CNIC Regional Offices enable improving operational performance and cost reductions through business process definition, analysis, and development of technical capabilities which automate processes or improve transparency for analytics and decision making.

In support of this effort the CNIC N6 IT Help Desk Support Engineer will be responsible for the below listed activities.

This position is contingentupon your ability to maintain/transfer your Secret Clearance

In this role you will:

• Manage/administer, track/inventory, test, maintain, replace and upgrade ELMR radios, its sub-components and peripherals, and its firmware.
• Provide installation, maintenance and troubleshooting support to the DBIDS systems and Electronic Security System (ESS) related transport/network systems.
• Address ELMR trouble tickets and troubleshoot issues with ELMR radios and DBIDS systems.
• Coordinate with facility personnel in developing, implementing, testing and troubleshooting facility related requirements in support of the ELMR radios and its peripherals, ELMR infrastructure, DBIDS and PSNet transport such as power, cooling, space, cable pathways and grounding.
• Coordinate and provide assistance to the DBIDS, ELMR infrastructure provider and ELMR transport provider to patch and upgrade infrastructure related ELMR and DBIDS systems, sub-systems, components and peripherals and ELMR transport systems.
• Provide the DBIDS and ELMR subject matter expertise to support in the DBIDS and ELMR infrastructure Electromagnetic Environmental Effects (E3) certification process.
• Train DBIDS and ELMR radio operators and maintenance personnel regarding hazards of E3.
• Develop, edit and maintain the required ELMR system wide architecture, ELMR physical and logical diagrams, Standard Operating Procedures (SOPs), Site Survey Reports, training documents and other documentation as applicable.
• Address, manage and resolve network and or domain user trouble calls or tickets.
• Provide assistance in the implementation, installation, maintenance and upgrades of Network and Domain and Telecom related support.
• Perform other IT related duties as assigned.

GET TO KNOW YOUR RECRUITER!

To be successful in this role, you will have:

• An active DoD Secret security clearance
  • U.S Citizenship required
• An active DoD 8570 IAT level II complaint certification
• Must possess a valid U.S Passport
• A High School Diploma/GED
  • Or a Graduate degree and 2 years of relevant experience
  • Or a Doctorate degree and 1 year of relevant experience
• Minimum 8 years of experience in technical training related to Information Technology, Cyber Security, Computer Science, or related discipline
• IT related knowledge and experience particularly in configuring, maintaining, and troubleshooting various ELMR radios such as APX, MCC, XTL, SRX radios, and KVL loaders
• Evidence of taking the Motorola ASTROR 25 IV&D System Overview and ASTROR 25 IV&D Radio System Administrator Workshop
• Experience with PSNet providing Tier 1 type of support
• Strong working knowledge and experience with Radio Frequency (RF) and ELMR
• Proficiency in Microsoft Word, PowerPoint, Excel
• Working knowledge and experience with WiFi, Wireless Access Points (WAP), wireless controllers, Ethernet cabling, and handheld scanners

Additional desired experience and skills:

• 8140 Intermediate Network Specialist baseline certification
• Juniper Networks Certified Internet Associate (JNCIA) or similar certification
• ITIL Service Management Foundation certification

If you are interested in supporting and working with a passionate Serco team then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

In compliance with state and local laws regarding pay transparency, the salary range for this role is $67,889.77 to $113,149.62; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: If you require an accommodation with the application process please email: or call the HR Service Desk at , option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide technical assistance and troubleshooting for product-related issues.
• Guide customers through step-by-step solutions and resolve their problems effectively.
• Document all customer interactions, issues, and resolutions in the ticketing system.
• Escalate complex technical issues to appropriate departments or senior support staff.
• Maintain a high level of customer satisfaction by providing accurate and efficient support.
• Stay up-to-date with product knowledge and technical advancements.
• Identify and report recurring technical issues to improve product performance and customer experience.
• Contribute to the development of knowledge base articles and FAQs.
• Adhere to service level agreements (SLAs) and performance metrics.

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
• Previous experience in customer service or technical support is highly preferred.
• Strong understanding of common computer hardware, software, and operating systems.
• Excellent communication, listening, and interpersonal skills.
• Ability to explain technical concepts in a clear and concise manner.
• Strong problem-solving and analytical skills.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively.

• Provide first-line technical support and troubleshooting to customers.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Guide customers through step-by-step solutions to resolve technical issues.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate unresolved issues to the appropriate senior support teams.
• Identify and report recurring technical problems to improve product performance.
• Educate customers on product features and functionalities.
• Strive to achieve and exceed customer satisfaction targets.
• Maintain a high level of product knowledge.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service or technical support roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and troubleshooting abilities.
• Patience and empathy when dealing with customers.
• Ability to explain technical concepts clearly and concisely.
• Proficiency in using computer systems and relevant software.
• Ability to work independently and manage time effectively in a remote setting.

• Manage and supervise the daily operations of the customer service and technical support department.
• Develop and implement customer service policies, procedures, and quality standards.
• Train, coach, and mentor customer service representatives to enhance their performance and product knowledge.
• Monitor customer interactions across various channels (phone, email, chat) to ensure adherence to service level agreements and quality standards.
• Analyze customer feedback and support metrics to identify areas for improvement and implement corrective actions.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Collaborate with other departments (e.g., product development, sales) to resolve customer issues and improve overall service delivery.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Manage staffing levels, schedules, and performance evaluations for the customer service team.
• Contribute to the development of new service offerings and improvements to existing ones.
• Track and report on key performance indicators (KPIs) such as customer satisfaction, resolution time, and first-contact resolution rate.
• Foster a positive and motivating work environment for the customer service team.
• Ensure efficient resource allocation and budget management for the department.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or technical support, with at least 2-3 years in a supervisory or management role.
• Proven track record of successfully managing customer service operations and improving customer satisfaction scores.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience in the telecommunications or technology sector is a plus.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Familiarity with key customer service metrics and reporting.
• A customer-centric approach with a passion for delivering outstanding service.

• Respond to customer inquiries and provide technical support via phone, email, and chat.
• Diagnose and resolve complex technical issues related to software products.
• Guide customers through troubleshooting procedures and product usage.
• Escalate unresolved issues to appropriate technical teams while ensuring timely follow-up.
• Document customer interactions and technical solutions in the CRM system.
• Contribute to the development and maintenance of the knowledge base.
• Provide feedback to product development teams on common customer issues and suggestions.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.
• Stay updated on product features, updates, and industry best practices.
• Mentor and assist junior customer support representatives.

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
• Minimum of 3 years of experience in technical customer support or a related role.
• Proven ability to troubleshoot and resolve technical issues with software applications.
• Excellent communication, listening, and interpersonal skills.
• Strong customer service orientation and a patient attitude.
• Proficiency in using helpdesk software and CRM systems.
• Ability to explain technical concepts clearly to non-technical users.
• Good typing skills and familiarity with common operating systems.
• Ability to work independently and as part of a team.