Call Center Agent – Inbound Guest Services

About the role

The Inbound Guest Services Agent will deliver world‑class assistance to visitors of Yas Island, turning enquiries into memorable vacation planning experiences. You will work in a fast‑paced contact centre, using sales techniques and strong attention to detail to meet conversion and service targets.

Key responsibilities

• Answer inbound guest enquiries about Yas Island brands and understand each request or complaint.
• Provide accurate, timely responses while ensuring guests do not feel rushed.
• Troubleshoot issues, secure prompt payment, and use appropriate tools for each query type.
• Maintain up‑to‑date product and procedural knowledge and educate guests on self‑service options.
• Document call outcomes, agreements, and update client information in the system.
• Identify and suggest improvements to business practices to boost guest satisfaction.
• Achieve or exceed Experience Hub and Agent KPIs such as Guest Satisfaction and Quality Scores.
• Support team members and participate constructively in meetings.

Required profile

• Higher Secondary education (minimum) with at least two years of experience in a hospitality or travel contact centre.
• Ability to work in a fast‑paced environment and develop strong guest rapport.
• Fluency in English; Arabic is a plus.
• Proven track record of meeting individual and team targets.
• Desirable: University degree and Arabic speaking ability.

Required skills

What we offer

• Opportunity to work in a vibrant tourism destination on Yas Island.
• Performance‑driven environment with clear KPIs and development prospects.