Job description

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 purpose:

To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Key Result Responsibilities:

• Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards.
  
• Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
  
• Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
  
• Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
  
• As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
  
• Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
  
• Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
• Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.
  
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
  
• Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
  
• Performs any additional responsibilities as advised by the Line Manager/Supervisor.

Qualifications:

• High School/Diploma or equivalent.
• Capable of using technology systems and tools such as Microsoft Office.
• Good in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
• No hearing or articulatory problems.

Work experience:

• No previous experience is required for this role; any experience would be treated as an advantage.
• Capability of understanding market trends and channeling them leading to effective customer care solutions
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Capable of understanding customers’ problems and direct them in the right channel.
• Ability to work for long hours and under pressure.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.