Call Center Agent - Inbound (MA)

Air Arabia
Morocco
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Customer care","Problem-solving","Cooperation","Learning agility"]

Handle customers’ inbound calls across the contact center network, providing accurate information about products and services. Process flight and holidays reservations, including modifications and cancellations, and resolve complaints by assessing complexity and escalating when needed. Drive revenue through cross-selling ancillaries, holiday packages, and loyalty programs, while converting leads to sales agents and ensuring KPIs for service levels, quality, and productivity are met.

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FursaFursa
Air Arabia
Air Arabia
18 hours 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: 18 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Handle customers’ inbound calls across the contact center network, providing accurate information about products and services. Process flight and holidays reservations, including modifications and cancellations, and resolve complaints by assessing complexity and escalating when needed. Drive revenue through cross-selling ancillaries, holiday packages, and loyalty programs, while converting leads to sales agents and ensuring KPIs for service levels, quality, and productivity are met.
Location: Morocco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle customer enquiries, requests, and complaints in a positive manner aligned with branding and quality standards.
  • •Respond to inbound calls with timely and accurate information for enquiries, requests, and complaints.
  • •Provide accurate product/service information and process travel bookings, modifications, and cancellations.
  • •Identify, prioritize, and resolve complaints based on complexity; escalate and follow up when needed.
  • •Cross-sell products and services (e.g., ancillaries, holiday packages, loyalty programs) to meet monthly targets and convert lead calls to sales agents as needed.

Key Requirements

  • •High School/Diploma or equivalent education.
  • •Capable of using technology systems and tools such as Microsoft Office.
  • •Good proficiency in English, French, and Arabic.
  • •No previous experience required (any experience is an advantage).
  • •Ability to work long hours and under pressure, including handling angry customers and complaints.
Education:High School
Skills:CommunicationCustomer careProblem-solvingCooperationLearning agility
Languages:EnglishFrenchArabic
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