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 incumbent supports system monitoring, problem resolution, and the execution of action plans aimed at boosting sales and enhancing the overall customer experience. All activities are conducted in alignment with company policies and productivity standards.

Key Responsibilities

- Serve as the first contact for customers, travel agents, and GSAs by addressing inquiries, requests, complaints, and providing accurate information in accordance with company standards.

- Support Contact Center teams by responding to inquiries received through 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 detailed and accurate information about products and services, including policies, ticketing, reservations, ancillaries, and onboard offerings.

- Assist with special class bookings such as familiarization (FAM) trips, barter tickets, incentives, and complimentary tickets, ensuring compliance with policies and coordinating approvals with stakeholders.

- Support travel agents with system-related issues including account activation/deactivation, user creation, and password resets, escalating problems when required.

- Manage cases involving delayed, cancelled, or disrupted flights by providing timely assistance on connections, alternate flights, and hotel accommodations for extended transits. Coordinate with Operations and Dispatch teams for necessary approvals and changes.

- Send flight disruption alerts and notifications to customers and stakeholders via SMS and email. Work closely with Operations and Transfer Desk to resolve misconnections caused by cancellations, delays, or early departures.

- Build and maintain effective relationships with internal departments and external stakeholders to ensure collaborative support when needed.

- Stay informed about market trends in sales and customer service, conduct customer surveys as required, and recommend improvements to enhance performance and customer satisfaction.

- 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.

- 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 or service industry.

- Strong communication skills with the ability to engage effectively with diverse stakeholders.

- Demonstrated problem-solving abilities and a cost-conscious approach.

- Skilled in managing difficult situations, including handling complaints and special requests professionally.

- Ability to work extended hours and perform well under pressure.

- Proven capability to contribute to business objectives and meet key performance indicators (KPIs).

This position requires a proactive individual who can balance technical expertise with excellent interpersonal skills to deliver exceptional service and support within a dynamic environment.