Customer Support Agent – Chat

About the role

The Customer Support Agent – Chat acts as the focal point for customers, travel agents and GSAs, handling product and service inquiries, complaints, flight alerts and disruptions across the airline’s network. The role supports the contact centre by responding through multiple channels and ensures cases are resolved efficiently while maintaining high service standards.

Key responsibilities

• Acts as the first contact for customers, travel agents and GSAs via calls, email, chat, social media, providing information and handling complaints.
• Supports the contact centre by responding to inquiries across multiple channels and ensuring timely case closure.
• Assists with flight disruption handling, including alerts, rebooking, hotel accommodation and coordination with operations.
• Manages travel‑agent system issues such as account activation, user creation and password resets.
• Coordinates with internal stakeholders, escalates issues when needed and maintains relationships across departments.

Required profile

• High school diploma; a bachelor’s degree is preferred.
• 2+ years of customer service or support experience, preferably in aviation.
• Fluent in English, French and Arabic.
• Strong communication, problem‑solving and ability to work under pressure.

Required skills

• Proficient with Microsoft Office.
• Comfortable using various technology systems and tools.