What Jobs are available for Service Agent in Bahrain?

About Four Seasons
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:
On an exclusive island in the heart of the Kingdom's capital, Four Seasons Hotel Bahrain Bay, with its unique architecture, has become an iconic landmark that soars as a destination in its own right, combining the best of a beach holiday and an urban getaway.

Four Seasons Residences Bahrain is a complex with 112 bespoke private residences, ranging in size from 109 square meters to 737 square meters. The residences are located in the heart of Bahrain Bay and are connected to the Four Seasons Hotel Bahrain Bay by a private and secure pedestrian bridge.

As one of the leaders in branded residences since 1982, Four Seasons currently operate 50 residential properties around the world and 90% of the projects in our pipeline contain a residential component.

Job Summary
Operating from the Residential Lobby and Front Drive, the Guest Service Agent is an integral part of the Residential Services Team whose main objective is to ensure our residents are well looked after from the start. As the first and last impression of the Four Seasons Private Residences, this high-profile department carries a special responsibility. The Guest Service Agent is stationed at the bell stand outside the building and greets each resident by name upon arrival and departure. The Guest Service Agent transports luggage to the residences for arrivals and transports luggage for departing residents to the entrance or into temporary storage. The Guest Service Agent also provides arriving residents with a Four Seasons Private Residences orientation.

TASKS

• Responds to a wide variety of homeowner requests by accurately assessing the resident's needs and inquiries; offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons' policies.
• Assist residents with luggage, transportation requirements, deliveries, parcels, wine deliveries, groceries, etc. following instructions as specified in the Residence Unit Admittance Forms. Maintains proper records of deliveries and pick-up.
• Assists residents, visitors, and/or vendors in all inquiries in connection with residential common areas, hours of operations, key residences personnel, directions, etc. Must be familiar with all common areas and services offered at the residences.
• Greets all residents and their guests passing through lobby and offers them assistance
• Assists in Residential Lobby service - answer telephones at the residences Concierge Desk, deliver messages, packages, laundry, groceries, etc. to units
• Assists in Common Area service – setup the space, provide food and beverage service, assistance with operating equipment etc. to owners
• Deliveries in-residence dining requests from 3rd party vendors to unit as requested
• Ensures the residences lobby is always clean, including bell carts and storage area.
• Complies with Four Seasons Work Rules and Standards of Conduct
• Works harmoniously and professionally with co-workers and supervisors
• Ability to use variety of IT systems to perform his own duties and assist homeowners on basic functionality.

Additional Responsibilities

• Handles all resident interactions with the highest level of hospitality and professionalism, accommodating special request whenever possible; seek any opportunity to prevent owner glitches, assist in all enquiries in connection with the Residence services and facilities
• Ability to communicate resident's requests effectively to the Residence Concierge to ensure prompt completion of tasks
• Acts in all matters related to the safety, security, satisfaction and wellbeing of residents and fellow employees. Responds swiftly and effectively in any emergency or safety situation.
• Relieve other residential roles for meal periods and in case of emergency
• Assist in crunch other residential roles with operations
• Performs any special projects deemed necessary by your direct supervisor/concierge or Residential Leader

Skills And Compentencies

• Reading, writing, and oral proficiency in the English language, excellent communication skills are essential
• Must have excellent personal presentation and interpersonal skills. The ideal candidate will also have a warm welcoming smile, a positive attitude and be knowledgeable about the local area
• Must have minimum of 1+ year bell/guest services experience in a hospitality environment
• Must be able to prioritize and multi-task, and have a high attention to detail
• Must be able to work a flexible schedule, including days, nights, overnight, weekends and holidays
• Physical by nature, this position requires standing for 8 hours per shift and requires candidates to have the ability to lift and push 50 – 100 lbs., respectively
• High school education or equivalent experience is required
• A valid driver's license

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

On an exclusive island in the heart of the Kingdom's capital, Four Seasons Hotel Bahrain Bay, with its unique architecture, has become an iconic landmark that soars as a destination in its own right, combining the best of a beach holiday and an urban getaway.

Four Seasons Residences Bahrain is a complex with 112 bespoke private residences, ranging in size from 109 square meters to 737 square meters. The residences are located in the heart of Bahrain Bay and are connected to the Four Seasons Hotel Bahrain Bay by a private and secure pedestrian bridge.

As one of the leaders in branded residences since 1982, Four Seasons currently operate 50 residential properties around the world and 90% of the projects in our pipeline contain a residential component.

JOB SUMMARY

Operating from the Residential Lobby and Front Drive, the Guest Service Agent is an integral part of the Residential Services Team whose main objective is to ensure our residents are well looked after from the start. As the first and last impression of the Four Seasons Private Residences, this high-profile department carries a special responsibility. The Guest Service Agent is stationed at the bell stand outside the building and greets each resident by name upon arrival and departure. The Guest Service Agent transports luggage to the residences for arrivals and transports luggage for departing residents to the entrance or into temporary storage. The Guest Service Agent also provides arriving residents with a Four Seasons Private Residences orientation.

TASKS

• Responds to a wide variety of homeowner requests by accurately assessing the resident's needs and inquiries; offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons' policies.
• Assist residents with luggage, transportation requirements, deliveries, parcels, wine deliveries, groceries, etc. following instructions as specified in the Residence Unit Admittance Forms. Maintains proper records of deliveries and pick-up.
• Assists residents, visitors, and/or vendors in all inquiries in connection with residential common areas, hours of operations, key residences personnel, directions, etc. Must be familiar with all common areas and services offered at the residences.
• Greets all residents and their guests passing through lobby and offers them assistance
• Assists in Residential Lobby service - answer telephones at the residences Concierge Desk, deliver messages, packages, laundry, groceries, etc. to units
• Assists in Common Area service – setup the space, provide food and beverage service, assistance with operating equipment etc. to owners
• Deliveries in-residence dining requests from 3rd party vendors to unit as requested
• Ensures the residences lobby is always clean, including bell carts and storage area.
• Complies with Four Seasons Work Rules and Standards of Conduct
• Works harmoniously and professionally with co-workers and supervisors
• Ability to use variety of IT systems to perform his own duties and assist homeowners on basic functionality.

ADDITIONAL RESPONSIBILITIES

• Handles all resident interactions with the highest level of hospitality and professionalism, accommodating special request whenever possible; seek any opportunity to prevent owner glitches, assist in all enquiries in connection with the Residence services and facilities
• Ability to communicate resident's requests effectively to the Residence Concierge to ensure prompt completion of tasks
• Acts in all matters related to the safety, security, satisfaction and wellbeing of residents and fellow employees. Responds swiftly and effectively in any emergency or safety situation.
• Relieve other residential roles for meal periods and in case of emergency
• Assist in crunch other residential roles with operations
• Performs any special projects deemed necessary by your direct supervisor/concierge or Residential Leader

SKILLS AND COMPENTENCIES

• Reading, writing, and oral proficiency in the English language, excellent communication skills are essential
• Must have excellent personal presentation and interpersonal skills. The ideal candidate will also have a warm welcoming smile, a positive attitude and be knowledgeable about the local area
• Must have minimum of 1+ year bell/guest services experience in a hospitality environment
• Must be able to prioritize and multi-task, and have a high attention to detail
• Must be able to work a flexible schedule, including days, nights, overnight, weekends and holidays
• Physical by nature, this position requires standing for 8 hours per shift and requires candidates to have the ability to lift and push 50 – 100 lbs., respectively
• High school education or equivalent experience is required
• A valid driver's license

Swiss-Belhotel Seef is seeking a dynamic and service-oriented Front Office Agent to join our team. If you have a passion for hospitality and guest service excellence, we invite you to apply

Key Responsibilities

• Greet and register guests with courtesy and professionalism
• Fluent in English; fluency in Arabic is an advantage
• Handle check-ins, check-outs, and guest folios in line with hotel procedures
• Manage room inventory and coordinate with Housekeeping for efficient room allocation
• Resolve guest queries and disputes with promptness and professionalism
• Promote SBEC membership and assist with enrolment and benefits
• Ensure compliance with hotel policies, safety, and fire regulations
• Support site inspections, inventory tasks, and other assignments as directed

Qualifications & Experience

• Diploma or Degree in Hotel Management is an advantage
• Minimum 1 year experience in a similar role OR 2+ years in customer service
• Strong interpersonal, communication, and sales skills
• Proficient in Microsoft Office and Property Management Systems (PMS)
• Knowledge of basic accounting.
• High attention to detail and ability to multitask under pressure

What We Offer

• Competitive salary and benefits
• Professional development and training opportunities
• A vibrant, multicultural work environment

Job Type: Full-time

Job Title:

Customer Service & Logistics Coordinator (Remote, Full-Time)

Work Schedule:

Flexible, Full-Time – Work from Home

Language Requirement:

Fluent in English (Arabic is a cherry on top)

Job Overview:

We're looking for a proactive, detail-oriented, and
exceptionally smart

individual to manage daily customer service and logistics tasks. This is a flexible, remote position—perfect for someone who communicates well, enjoys solving problems, and wants to grow into a more senior role over time. Ideally, you are passionate about watches and excited to help us build a brand that customers love.

We're not just looking for someone to answer emails: we want a capable person who can evolve into an operations manager as the business grows.

Roles & Responsibilities:

Customer Service

• Respond to customer emails and messages on Instagram and other social platforms in a timely, friendly, and professional manner.

• Handle questions about orders, shipping, returns, exchanges, and product concerns.

• Provide regular updates to customers regarding their orders, returns, or issues.

• Use tools like ChatGPT (this is a must)

to help draft thoughtful, accurate replies when needed.

Logistics & Order Fulfillment

• Book and manage daily shipments using courier platforms.

• Monitor shipment statuses and follow up on packages with exceptions, delays, or issues.

• Liaise with courier companies to resolve problems and keep customers informed.

• Track, manage, and keep records of product returns, especially those related to refunds, damages, or defects.

Administrative Support

• Maintain clear logs for communication, shipping, and returns in Excel, Google Sheets, or other tools.

• Collaborate with the team to escalate priority matters.

• Suggest and implement ways to improve the customer experience and order flow process.

Requirements:

• Fluent in English (written and spoken)—Arabic is a big bonus.

• Excellent communication and organizational skills.

• Very comfortable working independently and managing time effectively.

• Familiar with Instagram, Gmail, courier dashboards, Excel, Office, and Google Sheets.

• Previous experience in customer service or logistics is a plus.

• Must be comfortable using ChatGPT to enhance communication speed and quality.

• Ideally, you love watches and want to grow with us long-term.

Ideal Candidate Profile:

You are smart, resourceful, and ambitious—someone who can take ownership of day-to-day operations while thinking ahead. You'll start by handling customer support and logistics, but over time, you'll help improve processes and eventually step into a more strategic role such as Operations Manager.

If you're looking for a role where you can learn, grow, and make a real impact, we'd love to hear from you.

Customer Service Responsibilities list:

Manage large amounts of incoming phone calls

Generate sales leads

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Requirements and skills

Proven customer support experience or experience as a Client Service Representative

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiarity with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

High school diploma

Job Type: Full-time

Pay: BD2, BD2, per month

Application Question(s):

• ARE YOU READY TO RELOCATE AND WORK IN BAHRAIN?

Education:

• Bachelor's (Required)

Experience:

• total work: 2 years (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)
• Bangla (Required)

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.