Call Center Representative

The Call Center Representative is the frontline ambassador of Dreamaoura, responsible for handling customer queries, bookings, complaints, and post-trip support. This role ensures smooth, professional, and empathetic communication with customers across phone, chat, email, and social media, maintaining Dreamaoura's promise of budget-friendly and seamless travel experiences. Key Responsibilities: Customer Interaction Respond promptly to inbound calls, chats, and emails regarding travel bookings, cancellations, itinerary changes, refunds, and promotions. Guide customers through Dreamaoura's website and mobile app features, if needed. Resolve customer issues on the first contact whenever possible. Booking Support & Complaint Handling Manage new bookings and modifications through OTA platforms, GDS (if applicable), or internal tools. Escalate complex issues (refunds, service failures, or system errors) to the appropriate team or supervisor. Track complaint resolution timelines and ensure follow-up communication. Quality & Documentation Maintain accurate records of customer interactions using CRM tools (e.g., Freshdesk, Zoho). Meet or exceed key performance indicators (KPIs): Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction Score (CSAT), etc. Adhere to call scripts, communication etiquette, and service standards. Upselling & Cross-Selling Offer upgrades, travel insurance, or relevant add-ons (e.g., airport transfers, local tours) during interactions, where applicable. Promote current deals and offers to increase customer value and satisfaction. Collaboration & Feedback Participate in daily briefings, training programs, and feedback sessions. Share insights with management on recurring issues or customer feedback to improve service quality.