Customer Support Agent – Chat

About the role

The Customer Support Agent – Chat will be the primary point of contact for travelers, travel agents and GSA partners across multiple communication channels. You will handle inquiries, complaints, flight alerts and disruptions, ensuring a smooth and satisfactory experience for all customers.

Key responsibilities

• Respond to customer, travel‑agent and GSA inquiries via phone, email, website, social media, online chat and messaging apps.
• Assess needs, route cases to the appropriate department and follow up to guarantee timely resolution.
• Provide accurate information on tickets, reservations, ancillary services, policies and onboard products.
• Assist with special‑class bookings such as FAM trips, barter tickets and complimentary tickets, securing necessary approvals.
• Support agents on system matters (account activation, user creation, password resets) and escalate issues when required.
• Manage delayed, cancelled or disrupted flight cases, coordinate alternate flights, hotel accommodations and send SMS/email alerts.
• Maintain strong relationships with internal stakeholders and contribute to customer‑service surveys and improvement initiatives.

Required profile

• High school diploma or equivalent; a bachelor’s degree is preferred.
• At least 2 years of experience in a customer‑service or support role, preferably within travel or airline environments.
• Fluent in English, French and Arabic.
• Proficient with technology systems and Microsoft Office.

Required skills

• Microsoft Office