Customer Support Agent (MA)

Air Arabia
Morocco
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Persuasion"]

Act as the first point of contact for customers, travel agents, and GSAs, handling inquiries, requests, complaints, and flight disruption updates across the Air Arabia network. Support Contact Center teams by responding through calls, website, email, social media, and chat. Assess needs, route cases appropriately, provide accurate product/service information, and assist with special bookings, account/system requests, and SMS/email alerts.

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FursaFursa
Air Arabia
Air Arabia
1 hour ago

Customer Support Agent (MA)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Act as the first point of contact for customers, travel agents, and GSAs, handling inquiries, requests, complaints, and flight disruption updates across the Air Arabia network. Support Contact Center teams by responding through calls, website, email, social media, and chat. Assess needs, route cases appropriately, provide accurate product/service information, and assist with special bookings, account/system requests, and SMS/email alerts.
Location: Morocco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the first contact for customers/travel agents/GSAs for inquiries, requests, and complaints, ensuring communications meet company standards.
  • •Respond to customer inquiries across channels including calls, website, email, social media, and online chat/messaging.
  • •Assess needs, direct cases to the right channel, follow up with customers and internal departments, and ensure timely case closures.
  • •Provide accurate information on products and services (policies, tickets, reservations, ancillaries, and onboard services).
  • •Support flight disruption handling and notifications (including SMS/email alerts), assist with special class bookings, and help travel agents with account/system requests.

Key Requirements

  • •High School/Diploma or equivalent; Bachelor degree in a related stream is preferred.
  • •2+ years of related customer service/support experience (preferably in aviation).
  • •Proficiency with technology systems and tools, including Microsoft Office.
  • •Fluency in English, French, and Arabic.
  • •Strong communication, persuasive and problem-solving skills; able to work long hours under pressure.
Experience:2+ yearsAviation
Education:Bachelor's
Skills:CommunicationProblem-solvingPersuasion
Languages:EnglishFrenchArabic
Tech Stack:Microsoft OfficeSMSEmail

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