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 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

- Serve as the first contact for customers, travel agents, and GSAs, handling inquiries, requests, complaints, and providing information in accordance with company standards.
- Support Contact Center teams by responding to inquiries received via multiple channels including phone 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 cases. Follow up with all relevant parties as necessary.
- Provide accurate and detailed information about products and services, including policies, ticketing, reservations, ancillaries, and onboard offerings.
- Manage special class bookings such as familiarization (FAM) trips, barter tickets, incentives, and complimentary tickets, ensuring compliance with policies and coordinating approvals with stakeholders.
- Assist travel agents with system-related issues including account activation/deactivation, user creation, and password resets, escalating problems when required.
- Handle cases involving delayed, cancelled, or disrupted flights professionally and promptly, addressing connection inquiries, alternative flight availability, and hotel accommodations for long transits. Coordinate with Operations and Dispatch for necessary approvals and changes.
- Distribute 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 working relationships with internal departments and external stakeholders to facilitate support and collaboration.
- Stay informed about market trends in sales and customer service, conduct customer surveys when 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 is required; a Bachelor’s degree in a related field is preferred.
- Proficiency in technology systems and tools, including Microsoft Office applications.
- Fluency in both English and Arabic is required. 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 or service industry.
- Strong communication skills with the ability to engage effectively with diverse customers and stakeholders.
- Demonstrated cost-awareness, persuasive abilities, and problem-solving skills.
- Technical aptitude combined with strong interpersonal skills to implement initiatives and meet objectives.
- Ability to understand customer needs and direct them appropriately.
- Skilled at identifying and responding swiftly to various situations, including handling complaints, angry customers, and special requests.
- Capacity to work extended hours and perform well under pressure.
- Proven track record of contributing to business strategies and achieving key performance indicators (KPIs).

This position offers the opportunity to work in a dynamic environment where customer satisfaction and operational excellence are prioritized. The successful candidate will play a vital role in maintaining high service standards and supporting the company’s growth objectives.