Main Objectives

Provide excellent customer service and sales interactions for Gulf Air customers, including making flight reservations, quoting fares, enrolling in the Frequent Flyer Program (FFP), and up-selling and cross-selling Gulf Air products. Protect and promote Gulf Air's image and reputation while attending departmental administrative matters to achieve KPI targets and corporate objectives. Handle and respond to all communications and inquiries from Gulf Air customers and Frequent Flyer passengers via telephone and email to drive revenue and ensure customer service exceeds industry standards.

Main Duties

1. Handle inbound and outbound calls 24/7 from around the world, identifying customer needs and providing solutions in a warm and professional manner to meet industry-benchmarked customer service standards.

2. Safeguard Gulf Air's reputation by identifying and managing potential issues.

3. Be flexible in lending telephony skills wherever needed, regardless of designated work section, to clear all calls in queue within KPI timeframes.

4. Generate revenue opportunities and promote Gulf Air products and services, directing customers to relevant personnel or departments as needed.

5. Manage complaint calls and potential escalations, maintaining a solutions-focused and positive approach to safeguard Gulf Air's integrity and prioritize customer retention and satisfaction.

6. Book and sell Gulf Air flights and services in a timely and efficient manner.

7. Make bookings and requests using Gulf Air's reservation/CRM systems and publications efficiently.

8. Ensure the accuracy of passenger details and proactively correct any errors to maintain data integrity.

9. Promote the Falcon Frequent Flyer program, explaining benefits and enrolling customers.

10. Up-sell premium classes (Falcon Gold) by highlighting service benefits, FFP advantages, seat comfort, and exclusive in-flight entertainment.

11. Advise customers of ticketing time limit rules to avoid no-shows.

12. Contact passengers to confirm travel intentions, obtain ticket numbers, or convey request confirmations.

13. Assist passengers with travel queries or services provided by the Gulf Air Worldwide Contact Center.

14. Request, book, change, or cancel travel arrangements and auxiliary services as directed by customers.

15. Request STPC where applicable and advise customers to collect the MATO (Meal and Transportation Order) on departure.

16. Stay updated on changes to Reservations, Fares, Ticketing, FFP, and Tours procedures.

17. Continuously seek product knowledge and information to improve service quality.

18. Answer general inquiries using available resources and consult a Team Leader or other sources when necessary.

19. Become familiar with the TIMATIC system to assist with visa, health, insurance, and general inquiries.

20. Action and clear all items on queues promptly to ensure timely responses and PNR updates.

21. Follow up with internal teams via communication tools for required updates.

22. Apply system fallback procedures during outages by noting passenger requirements and calling them back once the system is restored.

23. Communicate with internal customers, including network stations, local offices, airports, and headquarters, as needed.

24. Manage corporate calls or queries from corporate clients through calls and emails to provide solutions.

25. Handle any related tasks assigned or delegated by supervisors or managers.

Education & Experience

• Secondary School Certificate

• Related qualifications & training preferred.