Job Title: Booking Agent
Location: Soan Gardens, Islamabad
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK Time)
Salary Range: 60K–70K
Experience Required: 1–2 years (minimum) in a customer-facing or call-handling role
Job Summary:
We are looking for a proactive and detail-oriented Booking Agent to join our team. The successful candidate will be the first point of contact for customers, clients, and drivers, managing bookings, handling calls, monitoring incidents, and ensuring high-quality customer service across all channels.
Key Responsibilities:
1. Call Handling & Customer Support
- Answer incoming calls from customers, clients, and drivers courteously and professionally.
- Provide accurate and timely information regarding bookings, routes, pricing, and availability.
- Make outbound calls to confirm bookings or follow up on inquiries.
2. Booking Management
- Accurately log bookings received via phone or other platforms.
- Maintain and update the booking system or dispatch software.
- Liaise with the operations team to ensure timely vehicle allocation and coordination.
3. CCTV Monitoring & Incident Reporting
- Monitor live and recorded CCTV footage when necessary.
- Document and report incidents, compliance issues, or irregularities.
- Collaborate with the compliance and operations teams for investigation and follow-ups.
4. Customer Interaction & Issue Resolution
- Address complaints, missed pickups, and other customer concerns with empathy and efficiency.
- Escalate complex or sensitive matters to management promptly.
Key Requirements:
- Strong verbal and written communication skills with excellent telephone etiquette.
- Proficient in English (spoken and written).
- Minimum 1–2 years of experience in a customer service, call centre, or similar role (transport industry preferred).
- Comfortable using booking systems, spreadsheets, and basic software tools.
- Ability to multi-task, stay calm under pressure, and maintain attention to detail.
- High level of discretion when dealing with sensitive or confidential information, especially related to CCTV footage.
Preferred Skills (Not Mandatory):
- Familiarity with coach/transport dispatch software.
- Basic understanding of UK transport regulations and operational procedures.
- Urdu or Punjabi language skills – a plus for supporting a diverse customer base.
Job Type: Full-time
Work Location: In person
