Officer - Voice Support

About the Company:

Almosafer (part of Seera Group) Saudi Arabia’s Leading Travel Company 
 
Elevating the journey for travelers from Saudi Arabia, the region & beyond, while harnessing Seera Group’s 40+ years of expertise, Almosafer supports Saudi Arabia’s vision as a national champion for tourism. Almosafer creates opportunities for outbound, leisure, and religious travel, whilst serving B2C and B2B customers, partners, and suppliers with state-of-the-art travel solutions, a digital-first mindset, and travel advisory.

About the Job :

As a Customer Care Agent, you will be responsible for assisting customers through multiple communication channels, including voice (phone) and non-voice (email, whats-app, ...) interactions. Your primary goal is to provide exceptional support related to After-sales booking flights, hotels, and other travel-related services, ensuring a satisfying customer experience.

Responsibilities :

• Provide assistance to customers regarding their flight, hotel bookings, and related travel services in the after sales part.
• Maintain up-to-date knowledge of company products, services, and policies to accurately address customer inquiries.
• Handle queries, complaints, and requests via phone, email, whats-app, and Social media channels and others.
• Utilize the following platforms: (Communication platforms - CRM - Bookings Hub - Google Workspace - GDS - Other booking portals).
• Assist customers with modifying reservations for flights, hotels, and associated services.
• Maintain a professional and positive attitude while interacting with customers.
• Engage with customers to enhance their experience, ensuring satisfaction and loyalty.
• Accurately record and maintain customer information, including booking details and communication history, in the customer relationship management (CRM) system.
• Ensure compliance with data protection policies.
• Work closely with other departments to provide end-to-end solutions for customers.
• Assist colleagues during peak periods or high workloads.
• Collaborate with the Risk Management & Loyalty team.
• Process refunds as needed.

Profile Requirements :

• Maximum Age 32 Years old.
• V.Good up to Excellent command of English.
• GDS experience is a plus (Amadeus / Galileo).
• Tourism background.
• CS experience is preferred.
• Grads only are welcome to apply.
• Interpersonal skills.
• Communication skills.
• Customer service orientated.
• Active listening skills.
• Problem-solving skills.
• Negotiation skills.

Being you @ Almosafer:

At Almosafer we strongly believe in diversity and equal opportunities for all candidates. We do not discriminate based on any characteristic and follow fair employment practices regarding citizenship and immigration status. Join our inclusive work environment.