Job Description

To act as the main focal point for customers/Agents/GSAs in terms of product and services inquiries, complaints, flight alerts and disruptions across the entire network. 

Monitors systems, identifies and resolves problems and  supports in executing action plans to increase sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Key Result Responsibilities

• Acts as the main contact for customers/travel agents/GSAs with respect to inquiries, information, different types of requests, complaints, etc. and ensures all communication and exchanged information are in line with Company’s standards. 
• Supports the Contact Center teams by responding to inquiries raised from different channels such as: calls, website, email, social media, online chat and messaging applications.
• Assesses customers’/travel agents’ needs and channels them in the right direction ensuring timely and satisfactory closures of their cases.  Follows up with customers/travel agents and internal departments as necessary.
• Provides accurate information about products and services including policies, tickets, reservation, ancillaries, onboard products and services.
• Handles special class bookings related to FAM trips, barter tickets, incentives, complimentary tickets as per the agreed policies and procedures and coordinates with all stakeholders to take the necessary approvals and validations.
• Supports travel agents on system related matters including activation/deactivation of accounts, creation of users, password resets, etc. Coordinates with the relevant stakeholders and escalates any issues as and when necessary.
• Handles delayed, cancelled and disrupted flights cases, in a timely and professional manner in terms of connection inquiries, availability of alternate flights, and hotel accommodation for long transits. Coordinates with Operations/Dispatch on necessary changes and approvals.
• Follows up on schedule changes and sends flight disruption alerts and notifications to customers and all stakeholders using SMS and email; rectifies misconnections in case of cancellations, delays and early departures by coordinating with Operations/Transfer Desk.
• Handles rebooking of denied boarding passengers, INAD, visa related offloads, medical cases and any other similar cases arising at the airport and requiring action on the reservation system.
• Develops/maintains effective and good relationships with other departments and stakeholders to ensure their support when needed. 
• Keeps abreast with market trends in sales and customer services; conducts customer surveys as needed and recommends implementations to improve performance and enhance customers’ experience.
• Performs any additional responsibilities as advised by the Supervisor/Line Manager.

Qualifications (Academic, training, languages)

• High School/Diploma or equivalent; Bachelor’s degree in a related stream is preferred.
• Capable of using technology systems and tools; proficient in Microsoft Office.
• Fluent in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).

Work Experience

• 3+ years of related working experience in a similar role in  customer service/customer support in any service industry, preferably in aviation.
• Possesses effective communication skills.
• Demonstrates very good and effective persuasive and problem-solving skills.
• Capable of understanding customers’ needs and directing them in the right channel.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Demonstrates high capability to wisely respond to emergency and critical situations.
• Enthusiastic and self-motivated.
• Ability to work for long hours and under pressure.
• Employs technical expertise and interpersonal relations to execute new initiatives and achieve objectives.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

Skills Required

• Microsoft Office
• KPI