Customer Service Agent - Check In - Nador

Company :

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa’s first and leading low-cost carrier flying to over 150 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco and Egypt. Over the past years, Air Arabia, through continuous market research and customer feedback, has provided a range of value added services to millions of passengers who chose to fly with the airline's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.
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Company Presentation:

Air Arabia Maroc is part of the Air Arabia Group. Based in Casablanca, Air Arabia Maroc is Morocco's leading Low Cost Carrier (LCC). Focusing on an offer that combines comfort, reliability and excellent value for money, the airline was established in April 2009.

Company address: 04 Rue Carthage, Quartier les Iris, Casablanca

Company name: Air Arabia Maroc

Industry: Airline company

Company Video Links: https://www.youtube.com/watch?v=nXcaeHzMwgs

Company culture :

Air Arabia is defined by a deeply human and collaborative culture, where trust, teamwork, and mutual support guide everyday operations.
Managers maintain a close, supportive presence, ensuring a stable and empowering work environment for all employees.
This people-centric mindset is reinforced by strong structure and process discipline, essential for quality, reliability, and safety in aviation.
Performance, ambition, and a healthy competitive spirit contribute to the company’s drive, while innovation supports continuous improvement in a fast-evolving industry.

Job :

Job purpose:

Efficiently promotes and executes Air Arabia customers’ check-in service in the corresponding station to achieve set targets and objectives. Also, to properly handle/direct customers’ inquiries and complaints in the right channel to enhance the customers’ experience and ensures their satisfaction.

Key Result Responsibilities:

• Establishes and maintains effective working relationships within workplace both internally with sales, travel services agents, Baggage agents, GHAs, Airport Authority, and Customs in order to ensure smooth workflow and proper handling of customers.
• Performs an efficient pre-flight check, passenger/baggage check-in, validates travel formalities for passengers as per adopted procedures and in line with reservation eligibilit
• Ensures all necessary documents are verified and collected from and/or provided to customers
• Handles revenue documents/cash related to ticket fares, baggage fees, special services, etc. efficiently and in line with adopted practice ensuring no shortages.
• Performs efficient and adequate handling of transit passengers, verifies documents, visas, tickets, etc
• Makes sure the passengers entitled for STPC are handled as per related company policies & procedures
• Verifies the meals/refreshments provided to passengers as per company policy.
• Directs passengers to their respective onward flight as necessary
• Ensures attending arrival flights as applicable, escorts passengers requiring special handling
• Provides assistance to passengers at the baggage claim area when needed, liaises with ramp agent for quick delivery of baggage.
• Liaises with baggage service (lost and found section) on all claimed or left items, follows up on cases of mishandled baggage to recommend solutions as applicable.
• Anticipates contact with high yield passengers prior to check-in and extends necessary courtesy and support to reflect a positive image of the company as required
• Undertakes passengers’ escort and service duties as directed by station management with emphasis on passengers requiring special service
• Provides maximum attention/care to passengers on delayed flights and to passengers denied from boarding to avoid any inconvenience or customer dissatisfaction.
• erforms any other duties or additional responsibilities as advised by the Line Manager
   

Required profile :

Qualifications:

• Bachelor’s degree in Tourism/Management or equivalent
• Additional qualification in Aviation/IATA/Tourism is a plus.
• Proficient in Microsoft Office: Word, Excel, Power Point
• Very good in English and French Languages
   

Work experience:

• Fresh graduates may be considered for this role given they demonstrate the required competencies
• 1-2 years of experience in a customer service industry, preferably in Travel/Airline or tourism
• Acceptable knowledge in Airline/Travel products and services
• Capable of understanding customers’ problems and directing them in the right channel
• Effective communication skills to utilize in building sales and marketing techniques
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests
• Capable of recommending alternate solutions to customers’ problems
• Effective persuasive, negotiation, and problem-solving skills
• Ability to work for long hours and under pressure.
• Employs interpersonal relations to support company’s objectives
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs

Head office address :

Desired personality traits :

Respect of the rules Extraversion Emotional sensitivity Flexibility Organization