What Jobs are available for Shop Manager in Bahrain?

JOB PURPOSE:
The Shop Manager is responsible for supervising store operations to ensure

exceptional customer service, maximize sales, and profitability in line with company objectives. He/she manages inventory, maintenance, and ensures the shop's external appearance meets brand standards.

RESPONSIBILITIES:

• Detect, anticipate, and regularly report on customer needs, market trends,

and competitor activities impacting the region or market.

• Greet customers, offer assistance, and promptly address their needs and

complaints in line with quality and customer service standards, fostering

customer loyalty and enhancing the portfolio.

• Ensure that store licenses and certificates are up to date, and that

employees' official documents are valid and compliant with local

regulations.

• Ensure a smooth and efficient receiving process for items and shipments,

while monitoring all inventory activities, including cycle counts, stock

movements, transfers between shops, transfers to/from the warehouse,

damaged items, devolutions, and shrinkage.

• Analyze hourly, daily, and weekly sales performance; monitor top-selling

items; identify missing sizes and items; and manage collection rotation in

coordination with relevant stakeholders to determine replenishment needs.

Place accurate orders, meet stock performance objectives, and maximize

sales and sellout.

• Prepare staff schedules based on budgeted hours, visitor traffic, daily sales

targets, events, and operational needs (including shipments, stock counts,

sales, etc.). Ensure effective communication of sales plans and set daily

and hourly targets for the shop/department team.

• Log and update all commercial and operational information, as well as

various requests, on provided platforms (such as help-desks, events, and loss prevention applications) in a timely and accurate manner.

• Manage the annual allocated budget by monitoring expenditures within set

limits, optimizing and reducing costs where possible, and reporting

variances against the budget.

• Oversee the shop's image and ensure compliance with the brand's

standards. Verify and follow up on the cleanliness, display, and

maintenance of the shop, including the windows, cash registers, and stock

rooms.

• Develop comprehensive reports on key performance indicators (KPIs),

sales trends, inventory levels, and team productivity to facilitate informed

decision-making.

• Recruit, train, motivate, and evaluate the team to ensure that the

department has the necessary skill base, and that staff are optimally

motivated and enabled to maximize their potential and contribution to the

company. Conduct daily Japanese meetings to keep the staff informed and

engaged.

QUALIFICATIONS:

• Bachelor's Degree in a related field
• Proficiency in MS Office.
• Two to four years of experience in Retail, or a similar role.
• One year of experience in a managerial role.
• Fluency in English (Arabic is a plus)

* AZADEA is committed to equal employment opportunity for all individuals regardless of race, color, religion, gender, age, marital status, disability, or any other classification.

*
We aim to give our candidates the best experience possible. But due to the amount of applicants applying, we will only get in touch if you have been shortlisted for the role.

Shop Manager III(Job Number: SHO )

Description

ABOUT THE COMPANY

AZADEA Group is a premier lifestyle retail company that owns and operates more than 40 leading international franchise concepts in fashion and accessories, food and beverage, home furnishings, sporting goods, multimedia and beauty and cosmetics across the Middle East and Africa spread across 13 countries overseeing more than 700 stores.

JOB PURPOSE

The Shop Manager is responsible for supervising store operations to ensure exceptional customer service, maximize sales, and profitability in line with company objectives. He/she manages inventory, maintenance, and ensures the shop's external appearance meets brand standards.

RESPONSIBILITIES

• Detect, anticipate, and regularly report on customer needs, market trends, and competitor activities impacting the region or market.

• Greet customers, offer assistance, and promptly address their needs and complaints in line with quality and customer service standards, fostering customer loyalty and enhancing the portfolio.

• Ensure that store licenses and certificates are up to date, and that employees' official documents are valid and compliant with local regulations.

• Ensure a smooth and efficient receiving process for items and shipments, while monitoring all inventory activities, including cycle counts, stock movements, transfers between shops, transfers to/from the warehouse, damaged items, devolutions, and shrinkage.

• Analyze hourly, daily, and weekly sales performance; monitor top-selling items; identify missing sizes and items; and manage collection rotation in coordination with relevant stakeholders to determine replenishment needs.

• Place accurate orders, meet stock performance objectives, and maximize sales and sell-out.

• Prepare staff schedules based on budgeted hours, visitor traffic, daily sales targets, events, and operational needs (including shipments, stock counts, sales, etc.). Ensure effective communication of sales plans and set daily and hourly targets for the shop/department team.

• Log and update all commercial and operational information, as well as various requests, on provided platforms (such as help-desks, events, and loss prevention applications) in a timely and accurate manner.

• Manage the annual allocated budget by monitoring expenditures within set limits, optimizing and reducing costs where possible, and reporting variances against the budget.

• Oversee the shop's image and ensures compliance with the brand's standards. Verify and follow up on the cleanliness, display, and maintenance of the shop, including the windows, cash registers, and stock rooms.

• Develop comprehensive reports on key performance indicators (KPIs), sales trends, inventory levels, and team productivity to facilitate informed decision-making.

• Specific for Multimedia & Lifestyle: Monitor and analyze sales data to pinpoint trends and opportunities for expanding or adjusting departmental offerings. Optimize inventory levels and product assortment to efficiently meet customer demand.

• Specific for Multimedia & Lifestyle: Remain informed on the latest trends and advancements in technology, lifestyles, music, and literature to offer knowledgeable recommendations to customers and enhance sales initiatives.

• Recruit, train, motivate, and evaluate the team to ensure that the department has the necessary skill base, and that staff are optimally motivated and enabled to maximize their potential and contribution to the company. Conduct daily Japanese meetings to keep the staff informed and engaged.

Qualifications

LANGUAGE & TECHNICAL SKILLS

Language Proficiency

• Fluency in English.

Technical Skills

• Proficiency in MS Office.

Specific Skills

• Specific to Sports Goods Retail: Active participation in at least one sporting activity, deep knowledge of sporting events, proficiency in collective games, project orientation, athletic ambassadorship, enthusiasm, collaboration, empathy, entrepreneurship, and responsibility.

• Specific for Multimedia & Lifestyle Retail: Proficiency in digital tools, strong customer service orientation, knowledge of technology and lifestyle trends, commercial acumen, effective space and stock management abilities, and analytical skills for data interpretation and adaptability.

EDUCATION

Bachelor's degree in a related field.

EXPERIENCE

General Experience

Four to six years of experience in the Retail, or a similar role.

Managerial Experience

Two years of experience in a managerial role.

BEHAVIORAL COMPETENCIES

Business Insight

Applies knowledge of business and the marketplace to advance the organization's goals. For example, shows considerable business insight, beyond the fundamentals. Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Decision Quality

Makes good and timely decisions that keep the organization moving forward. For example, swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.

Drives Results

Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.

Develops Talent

Develops people to meet both their career goals and the organization's goals. For example, shares own experience and expertise with others if asked. Provides constructive feedback and other support for other people's development.

Values Differences

Recognizes the value that different perspectives and cultures bring to an organization. For example, grasps the uniqueness of each individual and challenges others who use stereotypes. Seeks out opportunities to learn and put into practice ideas from others with different perspectives, backgrounds, etc.

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations. For example, skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks.

Azadea Group is an Equal Employment Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by relevant local laws.

Organization: Urban Outfitters

Primary Location: Bahrain-Bahrain, Bahrain City Center

Schedule: Full-time

Unposting Date: Ongoing

Job Title: Bodyshop Manager

Department: Accident Repair Centre / Bodyshop

Reports To: General Manager

Job Purpose:

To oversee and manage all operations of the accident repair body shop, ensuring the delivery of high-quality repairs, exceptional customer service, and maximum profitability. The Body Shop Manager is responsible for leading the team, managing resources efficiently, and maintaining the workshop's reputation for excellence and safety.

Education:

• Essential: Diploma or Bachelor's degree in Automotive Engineering, Mechanical Engineering, Business Administration, or a related field.
• Preferred: Additional certifications in Automotive Collision Repair, I-CAR (Inter-Industry Conference on Auto Collision Repair), or other recognized industry standards.

Experience:

• Minimum 15 years of progressive experience within an automotive body shop or accident repair center.
• A minimum of 8-10 years in a senior supervisory or management role.
• Proven track record of successfully managing all aspects of a body shop, including estimating, parts, production, quality control, and customer relations.

Skills:

• Technical Expertise: In-depth knowledge of modern vehicle repair techniques, including advanced driver-assistance systems (ADAS) calibration, frame and unibody repair, and paint-matching technologies.
• Leadership & People Management: Strong ability to lead, motivate, train, and manage a diverse team of technicians, painters, estimators, and administrative staff.
• Financial Acumen: Experience in budgeting, financial forecasting, cost control, and maximizing profitability through efficient workflow and resource management.
• Customer Relationship Management: Excellent communication and interpersonal skills to handle customer inquiries, complaints, and build strong relationships with insurance companies and corporate clients.
• Operations Management: Proficient in workflow optimization, workshop loading, cycle time reduction, and implementing KPIs to measure performance.
• Health, Safety & Environment: Thorough understanding and commitment to implementing and adhering to all HSE regulations and best practices within a workshop setting.
• Problem-Solving: Strong analytical and decision-making skills to resolve complex operational and customer-related issues effectively.
• Software Proficiency: Highly proficient in using bodyshop management software (e.g., Summit, Audatex, Mitchell), estimating systems, and MS Office Suite.

Key Responsibilities:

• Manage the entire repair process from vehicle check-in to quality-checked delivery.
• Develop and manage the department's annual budget and achieve financial targets.
• Lead, schedule, and appraise the performance of all bodyshop staff.
• Ensure all repairs meet the highest quality standards and manufacturer specifications.
• Serve as the primary point of contact for major insurance partners and corporate accounts.
• Monitor and improve key metrics: cycle time, productivity, cost of sale, and customer satisfaction scores.
• Oversee inventory control for parts, paints, and materials.
• Ensure strict compliance with all health, safety, and environmental policies.
• Quote accurately for repairs and ensure timely invoicing and collection.

Benefits:

• Company provided Car
• Family Health insurance
• Annual air ticket
• Paid annual leave
• Performance-based incentive scheme

Job Type: Full-time

Pay: BD1, BD1, per month

Application Question(s):

• How many years of experience do you have as bodyshop manager ?
• In which automobile company did you work for before ?
• what is your nationality ?
• Please type your WhatsApp number
• Please type your Email

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.