Aviation Customer Support Pro (Flight & Disruption)

Air Arabia; Karachi Division; On-site; PKR 600,000 - 900,000; Full time

Job summary

Air Arabia is seeking a customer service professional in Karachi to act as the focal point for inquiries from customers, agents, and GSAs across the network. The role involves assisting in monitoring systems, handling flight disruptions, and coordinating with Operations and Dispatch to ensure smooth operations.

The candidate should have 2+ years of related experience in customer service, proficiency in Microsoft Office, and fluency in English.

Qualifications

• 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 Language

Responsibilities

• Acts as the first contact for customers, agents, and GSAs with inquiries, information, requests, and complaints in line with company standards.
• Responds to inquiries from calls, website, email, social media, chat and messaging applications.
• Assesses customer/agent needs and directs them to the appropriate channel for timely closures; follows up as needed.
• Provides accurate information about products and services including tickets, reservations, ancillaries, and onboard offerings.
• Assists in handling special bookings and coordinates approvals and validations with stakeholders.
• Supports travel agents on system matters including account activation, password resets and user creation.
• Assists in handling flight delays, cancellations and disruptions with arrangements for alternate flights and hotel accommodations.
• Distributes flight disruption alerts via SMS and email and coordinates with relevant desks to rectify misconnections.
• Builds and maintains strong relationships with other departments to ensure support when needed.
• Keeps abreast of market trends in sales and customer service; conducts surveys when needed and suggests improvements.
• Performs additional tasks as assigned by supervisor/line manager.

Skills

Customer service

Communication

Problem solving

Sales support

Education

High School/Diploma

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Air Arabia is seeking a customer service professional in Karachi to act as the focal point for inquiries from customers, agents, and GSAs across the network. The role involves assisting in monitoring systems, handling flight disruptions, and coordinating with Operations and Dispatch to ensure smooth operations.

The candidate should have 2+ years of related experience in customer service, proficiency in Microsoft Office, and fluency in English.