Customer Support Agent

About the role

The Customer Support Agent serves as the primary point of contact for customers, travel agents and GSAs, handling inquiries, complaints, flight alerts and disruptions across the network. You will work across multiple communication channels to ensure timely and satisfactory resolutions while supporting sales and enhancing the overall customer experience.

Key responsibilities

• Act as the first contact for customers, travel agents and GSAs via calls, email, website, social media, chat and messaging apps.
• Assess needs, route cases to the appropriate department and follow up to ensure closure.
• Provide accurate information on products, policies, tickets, reservations, ancillaries and onboard services.
• Assist with special bookings such as FAM trips, barter tickets, incentives and complimentary tickets, securing necessary approvals.
• Support agents on system matters including account activation, user creation and password resets, escalating issues when required.
• Handle delayed, cancelled or disrupted flights, arrange alternate flights, hotel accommodations and communicate alerts via SMS and email.
• Maintain relationships with internal stakeholders and contribute to customer surveys and performance improvements.

Required profile

• High school diploma or equivalent; a bachelor’s degree is preferred.
• Minimum 2 years of experience in customer service or support, preferably in travel or related services.
• Fluent in English, French and Arabic.
• Proficient in Microsoft Office and comfortable using various technology systems.

Required skills

• Microsoft Office