Inbound Call Center Agent

About the role

The Inbound Call Center Agent will support Air Arabia’s contact centre in Casablanca by handling incoming customer calls, providing information on products and services, and processing flight and holiday reservations, modifications and cancellations. The role also involves promoting ancillary services to maximise sales and ensure a positive customer experience.

Key responsibilities

• Respond to inbound customer enquiries, requests and complaints promptly and accurately, reflecting the company’s brand and quality standards.
• Provide accurate information on Air Arabia’s flight options, holiday packages, loyalty programmes and ancillary services, and process bookings, changes and cancellations.
• Identify, prioritize and resolve customer issues; escalate complex cases to the appropriate department and follow up on resolutions.
• Cross‑sell ancillary products and holiday packages to meet monthly sales targets and contribute to revenue growth.
• Maintain productivity and quality KPIs, support day‑to‑day operations, and adapt to new initiatives and methodologies.

Required profile

• High school diploma (Bac) or equivalent; BTS/DUT level preferred.
• Fluency in English, French and Arabic with clear speech; no hearing or articulation issues.
• Ability to work long hours under pressure, handle angry customers and special requests, and meet performance targets.
• No prior experience required; a customer‑service mindset and willingness to learn are essential.