Customer Support Agent-Chat

Responsibilities

• Act as the primary contact for customers, travel agents, and GSAs regarding product inquiries, complaints, and service requests.
• Support the Contact Center by responding to inquiries via online chat, messaging applications, email, social media, and website channels.
• Provide accurate information regarding airline policies, ticket reservations, ancillaries, and onboard services.
• Manage flight disruptions, including delayed or cancelled flights, by coordinating alternate flight availability and hotel accommodations.
• Send flight disruption alerts and notifications to stakeholders via SMS and email.
• Assist travel agents with system-related matters such as account activation, user creation, and password resets.
• Maintain effective relationships with internal departments to ensure timely resolution of customer cases.

Requirements

• High School Diploma or equivalent (Bachelor's degree in a related field is preferred).
• 2+ years of experience in a customer service or support role.
• Fluency in English, French, and Arabic.
• Proficiency in Microsoft Office and ability to quickly learn new technology systems.
• Strong problem-solving skills and the ability to handle difficult or angry customers professionally.
• Ability to work under pressure and manage long hours as required.

Preferred Qualifications

• Previous experience working within the aviation industry.

About the Company

Air Arabia Maroc is part of the Air Arabia Group, providing reliable and efficient travel solutions across its extensive network. We are committed to enhancing the customer experience through dedicated service and operational excellence.