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Customer Support Agent

Date:  02-Jun-2023
Company:  Air Arabia Maroc (3O)


Country:  MA

Job Purpose

To provide customers and Contact Center teams with needed support in terms of product and services knowledge, sales, services and operations across the entire network; monitor systems performance, identify and resolve problems, support in executing action plans to increase sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Decision Making Parameters

  • The job holder handles his/her duties within the framework of responsibilities and boundaries identified with this role and in accordance with standard practices.
  • Consults with Supervisor - Outbound and Customer Service/ Manager - Contact Center on any non-routine action prior to executing; all duties shall be performed thru proper channel and in compliance with adopted policies and procedures.

Key Result Responsibilities

  1. Acts as the first contact for customers with respect to inquiries, information, different types of requests, complaints, etc.
  2. Extends needed support in monitoring and improving the overall performance of the contact center teams to maximize sales, and enhance customers’ experience, and the company’s overall image
  3. Assesses customers’ needs and channels them in the right direction ensuring timely and satisfactory closures of their cases as per company’s adopted policies and procedures. Follows up with customers and internal departments as necessary.
  4. Supports the Contact Center teams by responding to customer inquiries raised from different channels such as: website, email, social media, on-line chat and messaging applications.
  5. Provides accurate information about products and services including tickets, reservation, ancillaries, on-board products and services.
  6. Executes and reflects new approaches and techniques in sales and customer service that serve to enhance productivity and quality of service, increase sales and promote business.
  7. Supports revenue generating by capturing sales leads and converting them to reservations.
  8. Contributes to the achievement of team goals in sales and service level by assisting them achieve set targets and by providing guidance and information on inquiries, modifications, cancellations and customer complaints to ensure customers’ satisfaction.
  9. Develops/maintains effective and good relationships with other departments and stakeholders to ensure their support when needed.
  10. Keeps abreast with market trends in sales and customer services; recommends implementations to improve performance and enhance customers’ experience.

Qualifications (Academic, training, languages)

  • High School/Diploma or equivalent; Bachelor degree in a related stream is preferred.
  • Capable of using technology systems and tools; proficient in Microsoft Office.
  • Fluent in English , French & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).


Work Experience

  • 2+ years of related working experience in a similar role in  customer service or support in any service industry, preferably in aviation.
  • Possesses effective communication skills.
  • Cost-oriented, possesses effective persuasive and problem-solving skills.
  • Employs technical expertise and interpersonal relations to execute new initiatives and achieve objectives.
  • Capable of understanding customers’ needs and directing them in the right channel.
  • Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
  • Ability to work for long hours and under pressure.
  • Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

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