Customer Relations Executive (Cairo, EG)

Air Arabia
Cairo
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Attention to detail","Customer focus","Cross-functional collaboration"]

Manage passenger relations by handling claims, complaints, and feedback across multiple channels, ensuring timely first responses, follow-ups, and accurate case resolutions. Coordinate with internal teams for investigations and corrective actions, maintain complete case histories, and deliver personalized, compliant service recovery. Process vouchers, tickets, and loyalty credits based on entitlement, and analyze feedback to identify root causes, improve processes, and help meet SLA and CSAT targets.

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FursaFursa
Air Arabia
Air Arabia
2 days ago

Customer Relations Executive (Cairo, EG)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Manage passenger relations by handling claims, complaints, and feedback across multiple channels, ensuring timely first responses, follow-ups, and accurate case resolutions. Coordinate with internal teams for investigations and corrective actions, maintain complete case histories, and deliver personalized, compliant service recovery. Process vouchers, tickets, and loyalty credits based on entitlement, and analyze feedback to identify root causes, improve processes, and help meet SLA and CSAT targets.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Handle passenger claims, complaints, and feedback from multiple channels including email, contact center, sales shops, airports, web, in-flight app, travel agents, and civil aviation.
  • •Manage end-to-end customer case resolution: acknowledge within due dates, follow up for investigation findings, update case timelines, and resolve with appropriate solutions.
  • •Provide high-quality service through accurate case validation, compliant processing, and timely escalations and follow-ups while meeting SLA and CSAT targets.
  • •Process service recovery entitlements such as credit vouchers, free tickets, and air rewards loyalty points, and compensate eligible passengers per tiers and regulations.
  • •Review and analyze customer feedback to identify root causes and recurring issues, close the loop with stakeholders, and reduce future complaints.

Key Requirements

  • •Bachelor’s degree in business administration or a related customer-management field from a recognized university.
  • •3+ years of experience in customer care/customer experience in a consumer-oriented service industry, preferably aviation.
  • •Proficiency with CRM systems, customer feedback management tools, and MS Office suite.
  • •Ability to analyze customer feedback and case data to identify root causes and suggest preventive/corrective actions.
  • •Understanding of passenger travel journey, touchpoints/channels, and customer retention and service recovery techniques.
Experience:3+ yearsAviationCustomer serviceCustomer experienceLoyalty programsService recovery
Education:Bachelor's
Skills:CommunicationProblem-solvingAttention to detailCustomer focusCross-functional collaboration
Tech Stack:CRMMS 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