Customer Service Agent - Check In (Nador)

About the role

Air Arabia is looking for a Customer Service Agent for its check-in desk in Nador. The agent promotes and delivers the airline's check-in service at the station, handles customer inquiries and complaints through the right channels and works to meet set targets and objectives.

Key responsibilities

• Build working relationships with internal teams (sales, travel agents, baggage agents, GHA, airport authority and customs) to keep the workflow smooth.
• Perform pre-flight checks, passenger and baggage check-in, and verify travel formalities according to procedures.
• Verify and collect documents from customers and handle revenue documents and cash related to fares, baggage fees and special services.
• Handle transit passengers, verify documents and visas, and process passengers entitled to STPC according to company policy.
• Check meals and refreshments against company policy, direct passengers to their onward flights and escort those needing special handling.
• Assist passengers at baggage claim, liaise with the lost and found section and follow up on mishandled baggage.
• Anticipate contact with high-yield passengers, give extra care to passengers on delayed flights or denied boarding, and perform other duties assigned by the line manager.

Required profile

• Bachelor's degree in Tourism, Management or equivalent; aviation, IATA or tourism qualifications are a plus.
• Fresh graduates may be considered if they show the required competencies.
• 1-2 years of customer service experience, preferably in travel, airline or tourism.
• Good knowledge of airline and travel products and services.
• Very good English and French.

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Problem-solving, negotiation and persuasion skills, and the ability to handle angry customers and special requests calmly.
• Ability to work long hours under pressure and to meet KPIs.