Customer Support Agent

Job Purpose

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

Assists in monitoring 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

1. Acts as the first 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. 

1. 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.

1. 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.

1. Provides accurate information about products and services including policies, tickets, reservation, ancillaries, onboard products and services.

1. Assists in handling 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.

1. 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.

Key Result Responsibilities - Continued

1. Assists in handling 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.

1. Assists in sending flight disruption alerts and notifications to customers and all stakeholders using SMS and email alerts; rectifies misconnections in case of cancellations, delays and early departures by coordinating with Operations/Transfer Desk.

1. Develops/maintains effective and good relationships with other departments and stakeholders to ensure their support when needed. 

1. 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.

1. Performs any additional responsibilities as advised by the Supervisor/Line Manager.

Qualifications (Academic, training, languages)

• High School/Diploma or equivalent; Bachelor degree in a related stream is preferred.
• Capable of using technology systems and tools; proficient in Microsoft Office.
• Fluent in English Language

Work Experience

• 2+ years of related working experience in a similar role in  customer service or support in any service industry, preferably in aviation.
• Possesses effective communication skills.
• Cost-oriented, possesses effective persuasive and problem-solving skills.
• Employs technical expertise and interpersonal relations to execute new initiatives and achieve objectives.
• 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.
• Ability to work for long hours and under pressure.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.