Customer Support Agent - Chat - Casablanca

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:

To act as the main contact for customers/Agents/GSAs regarding questions about products and services, complaints, flight alerts, and disruptions across the entire network.

Helps monitor systems, finds and solves problems, and supports action plans to increase sales and improve customer experience, making sure productivity meets set goals and follows company policies and procedures.

Key Result Responsibilities:

• Acts as the first contact for customers/travel agents/GSAs for questions, information, different types of requests, complaints, etc., ensuring all communication and information shared follow Company standards.
• Supports the Contact Center teams by answering questions from different channels like: calls, website, email, social media, online chat, and messaging apps.
• Understands customers'/travel agents' needs and guides them correctly, ensuring their issues are resolved quickly and satisfactorily. Follows up with customers/travel agents and internal departments as needed.
• Provides correct information about products and services, including policies, tickets, reservations, extra services, and onboard products and services.
• Helps handle special class bookings for FAM trips, barter tickets, incentives, and complimentary tickets according to agreed policies and procedures. Works with all involved parties to get necessary approvals.
• Supports travel agents with system-related matters, including activating/deactivating accounts, creating users, resetting passwords, etc. Works with relevant parties and reports any issues when needed.
• Helps handle cases of delayed, cancelled, or disrupted flights in a timely and professional manner regarding connection inquiries, availability of alternative flights, and hotel accommodation for long layovers. Coordinates with Operations/Dispatch for necessary changes and approvals.
• Helps send flight disruption alerts and notifications to customers and all involved parties using SMS and email alerts. Fixes misconnections in case of cancellations, delays, and early departures by coordinating with Operations/Transfer Desk.
• Builds/maintains effective and good relationships with other departments and stakeholders to ensure their support when needed.
• Stays updated with market trends in sales and customer service. Conducts customer surveys as needed and suggests improvements to boost performance and enhance customer experience.
• Performs any additional responsibilities as advised by the Supervisor/Line Manager. 

Required profile :

Qualifications:

• High School/Diploma or equivalent; Bachelor's degree in a related field is preferred.
• Can use technology systems and tools; skilled in Microsoft Office.
• Fluent in English, French & Arabic Languages.

Work experience:

• 2+ years of related work experience in a similar customer service or support role in any service industry, preferably in aviation.
• Has effective communication skills.
• Is cost-aware, has effective persuasion and problem-solving skills.
• Uses technical expertise and interpersonal skills to carry out new initiatives and achieve goals.
• Can understand customer needs and guide them to the right channel.
• Can identify problems and react quickly to different situations like angry customers, complaints, and special requests.
• Able to work long hours and under pressure.
• Shows the ability to contribute and successfully achieve business strategy and set KPIs.

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization