265 Voice Support jobs in Bahrain

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Date: 18 Aug 2025

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.

• Previous call center experience is required for this role; additional experience in customer service will be considered 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.

• 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

Date: 18 Aug 2025

Company: Air Arabia PJSC (G9)

Location:

Manama, AE

Country: AE

Job Purpose

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.

Key Result Responsibilities

• 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.
  
  

• Previous call center experience is required for this role; additional experience in customer service will be considered 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.

• Lead, train, and mentor a team of customer service and technical support agents.
• Oversee daily support operations, ensuring timely and effective resolution of customer issues.
• Act as the primary escalation point for complex technical problems and customer complaints.
• Develop and maintain comprehensive troubleshooting guides and knowledge base articles.
• Monitor team performance, analyze support metrics, and implement improvements to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to address product bugs and suggest feature enhancements based on customer feedback.
• Ensure adherence to company policies, procedures, and service level agreements.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Identify training needs and develop relevant training programs for the support team.
• Contribute to the overall strategy for customer support and service excellence.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3-5 years of experience in a technical support role, with at least 1-2 years in a leadership or supervisory capacity.
• Proven expertise in troubleshooting hardware, software, and network issues.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, analytical, and critical-thinking skills.
• Exceptional verbal and written communication skills.
• Experience with CRM systems and ticketing software.
• Ability to manage multiple priorities and work effectively under pressure.
• Demonstrated ability to motivate and guide a team.

• Respond promptly and professionally to customer inquiries regarding product features, functionality, and troubleshooting.
• Provide first-level technical support for software applications, diagnosing and resolving issues efficiently.
• Guide customers through step-by-step solutions to complex technical problems.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update knowledge base articles, FAQs, and user guides to empower customers.
• Gather customer feedback and report recurring issues to help improve products and services.
• Assist with customer onboarding and provide training on product usage.
• Proactively identify opportunities to enhance the customer support experience.
• Collaborate with team members to share best practices and improve support processes.
• Ensure customer satisfaction by providing timely, accurate, and empathetic support.
• Adhere to service level agreements (SLAs) for response and resolution times.

• Proven experience in customer service, technical support, or a similar client-facing role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Patience, empathy, and a customer-centric approach.
• Strong problem-solving and analytical skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A team player with a proactive attitude and a willingness to learn.
• Familiarity with (mention relevant software/technology if applicable) is a plus.
• This role offers a hybrid work arrangement, with a balance of remote work and in-office presence at our A'ali, Northern, BH location.

• Bachelor's degree in Business Administration, Management, or a related field; equivalent experience considered.
• Minimum 7 years of experience in customer service management, with at least 4 years in a leadership role overseeing technical support.
• Proven experience managing and developing remote customer support teams.
• Strong understanding of CRM systems (e.g., Salesforce, Zendesk) and helpdesk ticketing platforms.
• Excellent knowledge of customer service principles, metrics, and best practices.
• Demonstrated ability to analyze data, identify trends, and implement process improvements.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to lead and motivate a remote team effectively.
• Experience in developing training programs and performance management frameworks.