Call Center Agent

Job Description Roles & Responsibilities ROLE OVERVIEW 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, including 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. JOB DESCRIPTION Communication Management Inbound and outbound Call Excellence for THRIFTY DXB and THRIFTY AUH: Serve as the primary point of contact for all incoming telephonic inquiries, providing professional assistance and routing by emails to the appropriate departments. Digital Chat Support (Gupshup): Manage real-time customer interactions via the Gupshup platform. Responsibilities include maintaining a courteous tone and ensuring speed-to-response to meet strict Chat KPIs (Average Response Time and Resolution Rate). CR Mailbox Administration: Monitor the centralized Customer Relations mailbox. You are responsible for the Classification (tagging by issue), Prioritization (urgent vs. general), and Resolution of emails in strict accordance with company SLAs (Service Level Agreements). Abandoned Call Management: Proactively track missed or "Abandoned" calls. You must perform Call-backs to recover potential lost business Specialized Inquiries & Legal Liaison Police: Police Calls & Inquiries Handling: Manage police-related calls received via the dedicated mobile number provided by the Traffic Department. This includes responding promptly, providing accurate and policy-compliant information regarding vehicles or rentals, and coordinating with internal teams when required. Providing factual, policy-compliant information regarding vehicles or rentals. Handling DED: Complains and disputes on time Complain tracker Complaint Ownership (CRM 360): Handle customer complaints logged in CRM 360 from start to closure. Review complaint history, follow up with the concerned departments to obtain solutions, and ensure tickets are resolved and closed within SLA timelines. Quality Assurance & Customer Insights Survey Execution (NPS & TRJ): You are responsible for accurate data collection and ensuring the customer understands the feedback process and contact the client and solve the issue with support or approval from area managers / supervisors. CSAT Strategy: Manage Customer Satisfaction (CSAT) follow-ups. After a service interaction, you will reach out to customers to gather feedback, using these insights to suggest improvements to current touchpoints and maintain high satisfaction benchmarks. Google Reviews Management: Investigate negative reviews, contact customers to understand their concerns, resolve issues, and professionally encourage them to update or reconsider their feedback. DPDS and TARS Basic understanding and operational use of DPDS and TARS systems for rental agreement processing and fleet coordination. Ensure accurate capture and verification of customer and rental data (including driving license, Emirates ID, and visa details) in line with system requirements. Support correct processing and tracking of rental agreements within the systems, ensuring compliance with RTA regulations and internal procedures. Coordinate with relevant internal teams (Operations, Traffic, and IT) in case of system issues, discrepancies, or failed entries to ensure timely resolution and uninterrupted workflow. Reservation Comprehensive Booking Control: Execute the creation, modification, extension, and cancellation of daily, weekly, and monthly rentals. Sharing our Thrifty website booking vouchers to counters. Sharing delivery online booking vouchers to counters with documents if there are no documents on portal, will inform the client regarding required documents and delivery location details. Processing online cancellation refund request to our Accounts team. Cancelling bookings if needed. Modifying online prepaid bookings as per requests (if applicable). Confirming bookings manually from Travel Agents on our Mile power. Processing refund from our Thrifty prepaid bookings if modified before hiring. Making INS booking, modifying and cancellation if needed for INS. Updating clients regarding online booking enquiries. Creating bookings for Corporate lease / Personal lease. Forwarding segregation report on the first week of every month. Replying to client’s enquiries. Informing insurance Team regarding collection and extension bookings. Reporting Active INS booking on daily basis. Please check and update everyday Reservation reports from counter and also cancel the NO SHOW bookings after confirming with counters. Please check and remove the duplicate bookings from the HIGH-END PLOTTING list sharing by Fleet coordinator everyday morning. Maintain accurate documentation, trackers, and reports related to all the above responsibilities as shared by Supervisors and Management, ensuring compliance with internal standards and audit requirements. Adhere to all company policies, service guidelines, data privacy rules, and communication standards while contributing to continuous process improvement and operational excellence. Desired Candidate Profile Minimum 2 years of call center experience (car rental company experience preferred) Essential Qualifications: High school certificate / diploma Preferred Qualifications: Proficient in at least two languages, with English as mandatory; Arabic and/or Urdu Employment Type Full Time Company Industry Real Estate Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Client Services AgentCustomer Relations ExecutiveTime ManagementCustomer ServiceAdaptabilityCustomer RetentionProblem-solvingTelecommunication Specialist Get real-time job updates only on our App