Position title: Contact Center Representative

Reporting to: Contact Center Manager

Location: Dubai

Position Purpose

  • To provide accurate and exceptional levels of customer service through all phone and email interactions in a timely manner.
  • To maintain a current and strong knowledge of BOUNCE product and service offers to ensure customers are provided with the most appropriate and accurate information at all times.
  • To build strong customer relations and optimize the sales and growth of Bounce.

Company Vision


BOUNCE is a fast paced and energetic environment full of smart people who make things happen.

Our Values

We have a powerful working culture that fuses passion, connectivity, accountability and evolution of the BOUNCE experience. These are the BOUNCE values:


  • You can’t deliver the vibe unless you’re feeling it.
  • Jump around. Make someone’s day. Enjoy yourself.


  • We’re a tribe. We jump together & we’re building a revolution together.
  • Talk straight. Talk often. Stay tight.


  • We need leadership at every level.
  • Take charge. Solve problems. Make it safe. Make people happy.

Keep it fresh

  • We want to be a loved regular haunt.
  • Encourage & Inspire. Help evolve & vary the experience.

Key Accountabilities

Values & Behaviors

  • Lead by example by living BOUNCE Values on a day to day basis and encourage and help all team members to do the same
  • Positively influence and maintain the BOUNCE culture through direct and indirect action as needed
  • Take every opportunity to promote the BOUNCE Vision, Values and Culture both internally and externally

Customer Service

  • Facilitate a Free-Jumping Revolution culture!
  • Provide friendly and helpful customer service in line with the BOUNCE values that leave customers feeling supported, acknowledged and reassured
  • Take ownership of interactions with customers and ensure that the required follow-up occurs to ensure a resolution is achieved
  • Provide customers with timely and accurate information in response to queries via phone and email
  • Maintain a strong knowledge of product/service offering to provide the most appropriate information to the customer
  • Ensure accurate data entry using online systems
  • Follow guidelines and processes to ensure an efficient and exceptional level of customer experience
  • Make recommendations to customers of the different types of experiences within our venue ( e.g. parties, coaching, hosting, functions, etc.)
  • Arrange bookings for parties , groups or events, ensuring confirmation and payments are actioned within the required time frames
  • Process payments using VT and complete related administration work
  • Ensure booking system and other methods of tracking activity are updated in a timely and accurate manner
  • Resolve customer issues in a friendly and calm manner and escalate to Team Leader if required
  • Actively participate in team discussions, meetings and other team forums to impart knowledge and keep abreast of new products/services to be communicated to customers
  • Contribute to building a team atmosphere and exceptional customer service culture in the Contact Center
  • Proactively identify new business opportunities and maintain relationships with existing customers to ensure excellent levels of customer service are maintained
  • Achieve set sales targets and pursue profitable growth opportunities
  • Analyse the market area to identify means of attracting new customers


  • Working in conjunction with the Marketing team to drive results through Marketing campaigns.
  • Make various outbound call campaigns.


  • Ensure communication of the BOUNCE safety message is clear and effective
  • Actively promote the BOUNCE Safety culture to customers and contribute to a safe working environment


Check us out at www.bounce.ae  to know more about our organization. Please submit your cover letter with the subject line “I want to join the Free-Jumping Revolution” and a current CV to careers@bounce.ae