Call Center Agent

Call Center Agents manage customer interactions across calls, chat (Gupshup), and email, delivering prompt and professional support while meeting service KPIs. They handle inquiries, recover missed calls, and coordinate with internal teams to ensure smooth operations.

The role includes managing customer complaints through the CRM mailbox within SLA timelines, handling specialized cases such as police and DED inquiries in line with company policies, and supporting reservations and partner bookings (creation, modification, cancellations, and refunds). Agents also contribute to quality assurance by conducting surveys (NPS, CSAT, TRJ), managing feedback, addressing negative Google reviews, and supporting key operational systems such as DPDS and TARS.

• Inbound and outbound call excellence for THRIFTY DXB and THRIFTY AUH.
• Serve as the primary point of contact for all incoming telephonic inquiries, providing profession...