Job Purpose

Efficiently promotes and executes the day-to-day Air Arabia sales and customer services of the corresponding sales shop to achieve set targets and objectives. Properly handles/directs customers’ inquiries and complaints in the right channel to enhance the customers’ experience and ensure their satisfaction.

Key Result Responsibilities

• Works on promoting Air Arabia sales and customer activities as per guidance of Supervisor/Manager and in line with the policies and procedures, these activities include but not limited to tickets, packages, holidays, visas, insurance, car rental, etc.

• Processes reservations, travel bookings, and modifications on bookings for walk-in/calling customers and agents, issues tickets and finalizes all necessary travel arrangements thru the system.

• Implements cross-selling techniques identified by the company to promote its products and services and to achieve the individual target set for him/her.

• Follows up on all updates and new products or systems introduced by the company to maintain solid and proper knowledge of the company’s services and products.

• Contributes to maximizing sales and profitability by selling ancillaries, insurance, holiday packages, visas, and air rewards. Educates customers on all new promotions, campaigns, special offers, and refers them to specialized personnel when needed.

• Establishes contact with current and potential customers to recover/enhance sales and build trust and credibility at customers’ level. Participates in outdoor promotions and sales blitz to promote the company's products and corporate image.

• Responds to all customers’ inquiries and handles/directs their complaints raised by visits, calls, emails, etc. immediately and effectively ensuring a positive image of Air Arabia is always reflected.

• Handles all customers in a friendly welcoming attitude and refrains from any attitude that might lead to customer dissatisfaction.

• Communicates with airport team and visa check team to coordinate check-in procedures and formalities with assigned parties whenever required.

• Notifies customers with any changes or modifications on the flights such as delay, cancellations, others, etc.

• Processes /monitors visa applications and cancellations thru the proper channel in line with the Air Arabia general policies and procedures.

• Maintains the company’s property such as publications, brochures, equipment, office, waiting area, etc. in a good condition keeping in mind the Air Arabia corporate image.

Qualifications (Academic, Training, Languages)

• Bachelor degree in Tourism/Management or equivalent.

• Additional qualification in Aviation/IATA/Tourism is a plus.

• Proficient in Microsoft Office: Word, Excel, Power Point.

• Good in English and French Languages (Arabic where necessary).

• Acceptable knowledge in Airline/Travel products and services.

• Capable of understanding customers’ problems and directing them in the right channel.

• Effective communication skills to utilize in building sales and marketing techniques.

• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.

• Capable of recommending alternate solutions to customers’ problems.

• Effective persuasive, negotiation, and problem solving skills.

• Ability to work for long hours and under pressure.

• Employs interpersonal relations to support company’s objectives.

Work Experience

• 1-2 years of experience in a customer service industry, preferably in Travel/Airline or tourism.

• Fresh graduates may be considered for this role given they demonstrate the required competencies.