Support Agent

This role serves as the primary point of contact for customers, travel agents, and GSAs regarding product and service inquiries, complaints, flight alerts, and disruptions across the airline’s network. The position involves monitoring systems, identifying and resolving issues, and supporting the execution of action plans aimed at increasing sales and enhancing the overall customer experience. The incumbent ensures that productivity aligns with established performance measures and complies with company policies and procedures.

Key Responsibilities

- Act as the first contact for customers, travel agents, and GSAs handling inquiries, requests, complaints, and information, ensuring all communications adhere to company standards.
- Support Contact Center teams by responding to inquiries received through various channels including calls, website, email, social media, online chat, and messaging applications.
- Assess customer and travel agent needs, directing them appropriately to ensure timely and satisfactory resolution of their cases. Follow up with customers, travel agents, and internal departments as needed.
- Provide accurate information on products and services such as policies, ticketing, reservations, ancillaries, and onboard offerings.
- Assist with special class bookings, including familiarization (FAM) trips, barter tickets, incentives, and complimentary tickets, following agreed policies and coordinating approvals with relevant stakeholders.
- Support travel agents with system-related issues such as account activation/deactivation, user creation, and password resets, escalating problems when necessary.
- Manage cases involving delayed, cancelled, or disrupted flights by providing timely assistance with connections, alternate flight availability, and hotel accommodations for long transits. Coordinate with Operations and Dispatch for necessary changes and approvals.
- Send flight disruption alerts and notifications to customers and stakeholders via SMS and email, and resolve misconnections by liaising with Operations and the Transfer Desk.
- Build and maintain effective relationships with other departments and stakeholders to ensure collaboration and support when required.
- Stay informed about market trends in sales and customer service, conduct customer surveys as needed, and recommend improvements to enhance customer experience.
- Perform additional duties as assigned by the Supervisor or Line Manager.

Required Qualifications

- High School diploma or equivalent; a Bachelor’s degree in a related field is preferred.
- Proficient in using technology systems and tools, including Microsoft Office.
- Fluent in English and Arabic; non-Arabic speakers may be considered subject to Line Manager approval.

Preferred Qualifications and Experience

- Minimum of 2 years’ experience in a similar customer service or support role, preferably within the aviation industry.
- Strong communication skills with the ability to effectively persuade and solve problems.
- Demonstrated technical expertise and interpersonal skills to implement initiatives and meet objectives.
- Ability to understand customer needs and direct them appropriately.
- Skilled in handling challenging situations such as complaints, angry customers, and special requests with professionalism and promptness.
- Capacity to work extended hours and perform well under pressure.
- Proven ability to contribute to business strategy and consistently achieve key performance indicators (KPIs).

This position offers the opportunity to engage directly with customers and stakeholders, playing a vital role in maintaining service quality and operational efficiency within a dynamic aviation environment.