Aviation Call Center Agent

Position: Aviation Call Center Agent

Company: RayaCX

Location: 6th of October City, Egypt

Contract Details: Full-time

RayaCX is a leading customer experience management company that provides top-notch services to clients in the aviation industry. We are currently seeking a highly motivated and skilled Aviation Call Center Agent to join our team in 6th of October City, Egypt.

As an Aviation Call Center Agent, you will be responsible for handling customer inquiries and providing excellent customer service to passengers of various airlines. Your main goal will be to ensure customer satisfaction and retention by providing accurate and timely information, resolving issues, and promoting services and products.

Key Responsibilities:

- Handle inbound and outbound calls from customers regarding flight bookings, cancellations, changes, and general inquiries.

- Provide accurate and timely information to customers, including flight schedules, prices, baggage policies, and other relevant details.

- Resolve customer complaints and issues in a professional and efficient manner, escalating to the appropriate department if necessary.

- Promote and upsell services and products to customers, such as travel insurance, seat upgrades, and loyalty programs.

- Maintain a high level of customer service and ensure customer satisfaction by actively listening to customers' needs and concerns.

- Keep detailed and accurate records of all customer interactions and transactions using our CRM system.

- Collaborate with other departments, such as reservations and operations, to ensure a seamless customer experience.

- Stay up-to-date with industry trends, airline policies, and procedures to provide accurate and relevant information to customers.

- Meet and exceed individual and team performance targets, including call handling time, customer satisfaction, and sales targets.

Requirements:

- High school diploma or equivalent; college degree preferred.

- Previous experience in a call center or customer service role, preferably in the aviation industry.

- Excellent communication skills in both English and Arabic, both written and verbal.

- Proficient in using customer service software, such as CRM systems and call center software.

- Strong sales and upselling skills.

- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

- Strong problem-solving and decision-making skills.

- Flexibility to work in shifts, including evenings, weekends, and holidays.

- Passion for providing exceptional customer service and ability to handle difficult customers with empathy and professionalism.

If you are a customer-oriented individual with a passion for the aviation industry, we would love to hear from you. Join our dynamic team at RayaCX and take your customer service career to new heights!