Customer Support Agent - Chat | Casablanca (Morocco)

Company culture :

Air Arabia is defined by a deeply human and collaborative culture, where trust, teamwork, and mutual support guide everyday operations.

Managers maintain a close, supportive presence, ensuring a stable and empowering work environment for all employees.

This people-centric mindset is reinforced by strong structure and process discipline, essential for quality, reliability, and safety in aviation.

Performance, ambition, and a healthy competitive spirit contribute to the company’s drive, while innovation supports continuous improvement in a fast-evolving industry.

Job :

Job purpose:

To act as the main point of contact for customers/Agents/GSAs for questions about products and services, complaints, flight updates, and disruptions across the whole network.

Helps in watching systems, finds and fixes problems, and supports in carrying out plans to grow sales and make customers happier. This ensures work is done well and follows the company's rules and methods.

Key Result Responsibilities:

• Acts as the first contact for customers/travel agents/GSAs with questions, information, different types of requests, complaints, etc. and makes sure all communication and information shared follows Company standards.
• Supports the Contact Center teams by answering questions asked through different ways like: calls, website, email, social media, online chat, and messaging apps.
• Figures out what customers/travel agents need and directs them correctly, making sure their issues are solved on time and in a satisfying way. Follows up with customers/travel agents and internal departments as needed.
• Gives correct information about products and services, including rules, tickets, bookings, extra services, and what's offered on the plane.
• Helps handle special bookings for FAM trips, barter tickets, incentives, and free tickets according to the set rules and procedures. Works with all involved parties to get the necessary approvals.
• Helps travel agents with system-related issues like activating/deactivating accounts, creating users, resetting passwords, etc. Works with the right people and reports any issues when needed.
• Helps handle cases of delayed, cancelled, or disrupted flights in a timely and professional way. This includes questions about connections, finding other flights, and hotel stays for long layovers. Works with Operations/Dispatch on necessary changes and approvals.
• Helps send flight disruption alerts and notifications to customers and all involved parties using SMS and email alerts. Fixes missed connections due to cancellations, delays, and early departures by working with Operations/Transfer Desk.
• Builds/keeps good working relationships with other departments and involved parties to ensure they provide support when needed.
• Stays updated with market trends in sales and customer service. Conducts customer surveys as needed and suggests improvements to boost performance and make customers happier.
• Performs any extra tasks as advised by the Supervisor/Line Manager.

Required profile :

Qualifications:

• High School/Diploma or similar; a Bachelor's degree in a related field is preferred.
• Can use technology systems and tools; skilled in Microsoft Office.
• Speaks English, French & Arabic fluently.

Work experience:

• More than 2 years of related work experience in a similar customer service or support role in any service industry, preferably in aviation.
• Has good communication skills.
• Focuses on cost, has good skills in persuading and solving problems.
• Uses technical knowledge and people skills to carry out new ideas and reach goals.
• Can understand what customers need and guide them to the right place.
• Can spot problems and react quickly to different situations like angry customers, complaints, and special requests.
• Can work long hours and under pressure.
• Shows the ability to help and succeed in delivering the business strategy and meeting set goals (KPIs).