Job details
Skills
Full job descripton
Launch your aviation career with Air Arabia Group as an Inbound Call Center Agent in Jizah. Handle critical flight reservations, drive ancillary cross-selling, and deliver exceptional travel experiences for a leading regional airline.
Core Responsibilities
Inbound Call Management: Handle customers’ incoming calls pertaining to flight inquiries, special requests, and complaints efficiently to reflect a positive corporate image.
Reservation Processing: Provide accurate information on products, and execute travel bookings, modifications, and cancellations directly on the airline’s reservation systems.
Cross-Selling & Revenue Generation: Promote the airline’s products by cross-selling ancillaries, holiday packages, and loyalty programs to ensure monthly sales targets are successfully met.
Complaint Escalation & Resolution: Identify and prioritize customer problems according to complexity, providing immediate solutions or escalating to the concerned divisions for follow-up.
KPI Attainment: Ensure all key performance indicators (KPIs) for customer satisfaction are achieved, adhering strictly to agreed service levels, quality standards, and productivity measures.
Required Qualifications
Academic Standing: Must hold a High School Diploma or an equivalent educational degree.
Experience Level: No previous experience is required; this role is completely open to entry-level candidates (any prior customer service experience is considered a strong advantage).
Linguistic Capabilities: Possess a good command of both English and Arabic languages to seamlessly assist a diverse demographic of international travelers.
Technical Proficiency: Capable of effectively using standard technology systems and tools, specifically demonstrating solid knowledge of the Microsoft Office suite.
Physical & Behavioral Agility: Must have no hearing or articulatory problems, paired with the psychological resilience to handle angry customers and work long hours under pressure.
Technical Edge: Why Ancillary Cross-Selling matters at Air Arabia?
Operating within the low-cost carrier (LCC) aviation sector means that base ticket prices are kept highly competitive. For an airline like Air Arabia, profitability heavily relies on “Ancillary Revenue.” This means an Inbound Call Center Agent is not just answering questions; they are a vital sales channel. Understanding how to seamlessly cross-sell value-added services—such as extra baggage allowance, pre-selected seating, in-flight meals, or holiday packages—during a routine reservation modification is critical. Mastering this commercial technique transitions an agent from a simple customer support representative into a high-revenue generating asset that directly impacts the airline’s bottom line.
Recru Eg Golden Advice for the Interview
When interviewing for the Air Arabia Call Center role, expect a situational role-play testing your ability to handle flight disruptions. Do not just say you will “apologize and calm the passenger down.” In aviation, customers need immediate, actionable solutions. If the hiring manager acts as an angry passenger dealing with a cancelled flight, utilize the L.E.A.R.N. framework (Listen, Empathize, Apologize, Resolve, Notify). Explicitly state that you would simultaneously navigate the reservation system to check for alternative flights while speaking. Additionally, pivot the conversation to demonstrate your sales agility—mention that after resolving the issue, you would politely offer to enroll them in the Air Arabia loyalty program to earn miles for the inconvenience. Proving you can maintain commercial focus even during a crisis will instantly secure your acceptance.
Frequently Asked Questions (FAQ)
Q: Do I need a university degree or prior aviation experience to apply?
A: No, Air Arabia explicitly accepts candidates with a High School Diploma (or equivalent) and requires absolutely zero previous work experience, making it a perfect entry-level role to enter the aviation sector.
Q: What exactly does “cross-selling ancillaries” mean in this job description?
A: In the aviation industry, ancillaries are extra services purchased beyond the basic flight ticket. You will be responsible for proactively offering add-ons like extra luggage weight, travel insurance, seat upgrades, and holiday packages during your calls.
Q: Where is this Air Arabia contact center located?
A: This full-time, inbound E-Retail contact center position is physically based at the Air Arabia Group facilities located in Jizah (Giza), Egypt.
