Call Center Agent - Inbound (MA)

Air Arabia
Morocco
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)0Education: high_schoolSkills: ["Communication","Customer service","Problem solving","Working under pressure"]

Handle inbound customer calls across Air Arabia’s network, providing accurate information on products and services and processing flight and holiday reservations, modifications, and cancellations. Resolve enquiries and complaints to approved quality standards, escalate when needed, and follow up on actions taken. Drive revenue through cross-selling ancillaries, holiday packages, and loyalty programs, support Contact Center operations and KPIs, and assist with team initiatives.

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FursaFursa
Air Arabia
Air Arabia
4 days ago

Call Center Agent - Inbound (MA)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Handle inbound customer calls across Air Arabia’s network, providing accurate information on products and services and processing flight and holiday reservations, modifications, and cancellations. Resolve enquiries and complaints to approved quality standards, escalate when needed, and follow up on actions taken. Drive revenue through cross-selling ancillaries, holiday packages, and loyalty programs, support Contact Center operations and KPIs, and assist with team initiatives.
Location: Morocco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle inbound calls for enquiries, requests, and complaints in a timely and accurate manner aligned with branding and quality standards
  • •Provide accurate product/service information and process travel bookings, modifications, and cancellations
  • •Identify, prioritize, and resolve complaints; escalate to relevant parties and follow up on actions taken
  • •Promote products and services via cross-selling (ancillaries, holiday packages, loyalty programs) to meet monthly targets
  • •Support Contact Center day-to-day operations to achieve customer satisfaction KPIs, service levels, quality standards, and productivity

Key Requirements

  • •High school/diploma or equivalent
  • •Capable of using technology systems and tools such as Microsoft Office
  • •Good in French, English, and Arabic (non-Arabic speakers only with Line Manager approval)
  • •No hearing or articulatory problems
  • •Ability to work long hours and under pressure, including handling angry customers and special requests
Education:High School
Skills:CommunicationCustomer serviceProblem solvingWorking under pressure
Languages:FrenchEnglishArabic
Tech Stack:Microsoft Office

Company Brief

Air Arabia
Air Arabia is a low-cost carrier based in the United Arab Emirates, offering scheduled passenger and cargo services across the Middle East, North Africa, Asia and Europe with a focus on affordable regional air travel.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Sharjah, United Arab Emirates
Founded: 2003
WebsiteLinkedIn