Call Center Agent

Job Purpose The Call Center Agent is the first point of contact for customers, responsible for handling inquiries, reservations, and general service support via phone, email, and messaging platforms. The ideal candidate should be friendly, responsive, and knowledgeable about the entertainment centre’s offerings, with the ability to handle high call volumes and deliver a positive guest experience. Key Responsibilities Customer Interaction & Support • Answer inbound calls, emails, and WhatsApp/chatbot messages from guests with courtesy and professionalism. • Provide accurate information on activities, packages, birthday party bookings, events, membership plans, timings, and promotions. • Assist customers with booking reservations and registration processes for services. Problem Solving & Complaint Handling • Resolve customer concerns or complaints promptly and escalate complex issues to the team leader or supervisor as needed. • Follow up on unresolved queries and ensure guest satisfaction. Booking and Sales & Upselling • Accurately log bookings, customer details, and transaction records in the CRM or POS system. • Ensure bookings are correctly scheduled and follow internal protocols for confirmation and follow-ups. • Promote current offers, events, or promotions while interacting with guests. • Identify guest needs and suggest suitable packages or upgrades to enhance their experience. Communication & Coordination • Coordinate with operations, events, and birthday teams for real-time updates and follow-through on customer requests. • Share guest feedback with the appropriate department to improve services. Team Support • Participate in training and team meetings to stay updated on new services and operational changes. • Support colleagues during high-volume periods and assist in cross-functional roles if required. Educational Qualifications • Bachelor’s degree in business, Communications, or related field or High school diploma or equivalent; diploma or degree in customer service or communications preferred. • 1–3years of call center or customer-facing experience, preferably in hospitality, retail, or entertainment sectors. Relevant • Excellent communication skills in English and Arabic languages is mandatory. • Friendly, energetic, and guest-focused demeanor. • Comfortable using CRM and call center software tools. • Ability to multitask, remain calm under pressure, and handle high call volumes.

Bachelor’s degree in business, Communications, or related field or High school diploma or equivalent; diploma or degree in customer service or communications preferred. 1–3 years of call center or customer-facing experience, preferably in hospitality, retail, or entertainment sectors. Excellent communication skills in English and Arabic languages are mandatory. Friendly, energetic, and guest-focused demeanor. Comfortable using CRM and call center software tools. Ability to multitask, remain calm under pressure, and handle high call volumes.

Customer Interaction & Support: Answer inbound calls, emails, and WhatsApp/chatbot messages from guests with courtesy and professionalism. Provide accurate information on activities, packages, birthday party bookings, events, membership plans, timings, and promotions. Assist customers with booking reservations and registration processes for services. Problem Solving & Complaint Handling: Resolve customer concerns or complaints promptly and escalate complex issues to the team leader or supervisor as needed. Follow up on unresolved queries and ensure guest satisfaction. Booking and Sales & Upselling: Accurately log bookings, customer details, and transaction records in the CRM or POS system. Ensure bookings are correctly scheduled and follow internal protocols for confirmation and follow-ups. Promote current offers, events, or promotions while interacting with guests. Identify guest needs and suggest suitable packages or upgrades to enhance their experience. Communication & Coordination: Coordinate with operations, events, and birthday teams for real-time updates and follow-through on customer requests. Share guest feedback with the appropriate department to improve services. Team Support: Participate in training and team meetings to stay updated on new services and operational changes. Support colleagues during high-volume periods and assist in cross-functional roles if required.