The Call Center Executive is the first
point of contact for inbound and outbound calls related to general inquiries,
group bookings, VIP experiences, schools, camps, corporate visits, and social
media inquiries’ responses. The role is essential in guiding potential
customers, capturing leads, and supporting the sales team in converting
inquiries into confirmed bookings, while delivering excellent customer service.<\/span>
<\/p>
Job Responsibilities:<\/span><\/b><\/span>
<\/div>
<\/div><\/span><\/b><\/span>
<\/div>. Inbound & Outbound Call Handling<\/span><\/b>
<\/p>
<\/span>
<\/p>
Answer all incoming calls promptly
and professionally, providing accurate information about offerings,
tickets, and promotions.<\/span>
<\/li>Make outbound calls to follow up on
leads, incomplete bookings, or past group visits.<\/span>
<\/li>Log all calls and interactions in
the CRM system.<\/span>
<\/li>Respond to and resolve all inquiries
coming from social media platforms in a timely and professional manner.<\/span>
<\/li><\/ul>2. Lead Qualification & Conversion
Support<\/span><\/b>
<\/p>
Identify potential leads and refer
them to the appropriate sales executive for follow -ups.<\/span>
<\/li>Qualify prospects by understanding
their needs and suggesting appropriate packages or experiences.<\/span>
<\/li>Support the booking process by
collecting client information and ensuring smooth handover.<\/span>
<\/li><\/ul>3. Customer Service & Issue
Resolution<\/span><\/b>
<\/p>
Monitor, respond to, and engage with
followers and customer inquiries in a timely and brand -appropriate manner.<\/span>
<\/li>Handle customer inquiries, concerns,
and complaints with professionalism and care.<\/span>
<\/li>Provide solutions or escalate
complex issues to the Sales Manager or relevant departments as needed.<\/span>
<\/li>Maintain a friendly and positive
tone to reflect the corporate image.<\/span>
<\/li><\/ul>4. Collaboration & Reporting<\/span><\/b>
<\/p>
Work closely with the sales team to
support lead tracking, feedback collection, and daily reporting.<\/span>
<\/li><\/ul> <\/span>
<\/p>
Share common queries and feedback
from customers to improve scripts, FAQs, and service delivery.<\/span>
<\/li><\/ul>Participate in call quality reviews and ongoing
training sessions<\/span><\/b><\/span><\/span>
<\/div>
<\/div><\/span>
Requirements<\/h3>
Education<\/span><\/b>
<\/p>
High school diploma or relevant certification (a
diploma in communications or hospitality is a plus)<\/span>
<\/div>
<\/div>Experience:<\/span><\/b><\/span>
<\/div>
<\/div>
<\/div>1–2 years of experience in a call
centre or customer service role<\/span>
<\/li>Excellent verbal communication and
active listening skills<\/span>
<\/li>Strong organizational skills and
attention to detail<\/span>
<\/li>Ability to multitask and remain calm
under pressure<\/span>
<\/li>Familiarity with CRM systems and phone
handling protocols<\/span>
<\/li><\/ul>Ability to communicate fluently in English,
Arabic is a plus<\/span><\/span><\/span>
<\/div>
<\/div>
<\/div>Digital platforms and social media
reviews score<\/span>
<\/li>Number of calls handled and response
time<\/span>
<\/li>Conversion rate of leads to
qualified prospects<\/span>
<\/li>Accuracy in data entry and lead
recording<\/span>
<\/li>Customer satisfaction and call
resolution scores<\/span>
<\/li><\/ul>Support in achieving visitor number and revenue
targets<\/span><\/span><\/span><\/span>
<\/div><\/span><\/span><\/span><\/span>
<\/div>Excellent communication and relationship -building abilities.<\/span>
<\/li>Strong multitasking, time management, and problem -solving skills.<\/span>
<\/li>Detail -oriented<\/span>
<\/li>Team player with adaptability and stress management.<\/span>
<\/li>Integrity and confidentiality in handling sensitive information.<\/span>
<\/li><\/ul>Proactive approach to process
improvement and staying current with Sales practices<\/span><\/span><\/span><\/span><\/span>
<\/div><\/span>
