OFFICER CUSTOMER SERVICE (CALL CENTER), Bahrain

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We need an OFFICER CUSTOMER SERVICE (CALL CENTER)
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.

DETAILS TO REGISTER FOR THIS JOB:
NOTE: Apply to this job with an ATS-friendly CV!

https://gulfairgroup.sniperhire.net/Vacancy/173995?ChannelID=3112


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We support the Far-Sighted, Growth-Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.


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