Call Center Alert Agent

Job description / Role

• Provide notification through SMS and email to all stakeholders regarding change of schedules.
• Manage all correspondences related to schedule changes and keep the stakeholders (Alpha Catering Group, GSA’s, Call Centre Agents, and Sales Support & Sales Office) informed.
• Rectify misconnections in the case of cancellations, delays and early departure when a schedule is changed.
• Manually create alerts in the case of misconnections once information is received from Operations / Transfer Desk for unplanned alerts.
• Take necessary approvals to provide Hotel Accommodation from operations in the case of Long Transits in SHJ.
• Handle all connection enquiries and availability of the next flights as and when requests are received from Operations/ Dispatch in cases of delays.
• Check for Passenger No Show with respective airports in case of flight changes to process refunds or changes in bookings.
• Responsible for re-bookings of sick passengers/ mentally unstable/ family of deceased.
• Process cancellation and refund of duplicate bookings after verification.
• Follow up with Finance team when refunds are made and if the passenger’s money is not credited back to their card/account
• Responsible for re-booking of all denied -boarding passengers due to over bookings of flights, requests from SHJ and all out stations.
• Coordinate with ISA support when errors occur on the reservation system or selective PNR's
• Coordinate with IT team in cases when issues with the SMS fail to be delivered and constant monitor the SMS delivery system report
• Respond to emails from Visa Check Team/ Outstations in cases where the PNR has to be kept on hold due to passengers are INAD due to visa issues, blacklisted, fake visa, etc .
• Responsible for re-booking of all denied -boarding passengers due to over bookings of flights, requests from SHJ and all out stations.
• Contact outstation airports when the visa OKOB is updated late or if any payment was made late and the names are not reflecting on the DCS
• Notify Operations about Short Connections in the case of early departures, these connections does not appear on the DCS system since it is less than 40 minutes
• Responsible for re-sending of PNL's & ADL's when there are errors in SHJ and all other hubs (E5, 3O, G9).
• In the case of planned alerts where the flight is overbooked, communicate to passengers and convince them to voluntarily accept change of date.
• Freeze bookings in the case of misconnections and the passenger are self-offloaded to travel on an alternate carrier
• Inform passengers when a flight is protected and the same ancillary is not available.

Requirements

• Must have at least a High School Diploma
• Must have a good knowledge of customer care processes and techniques
• Must have a good verbal reasoning skills; average numerical
• At least 1-3 years experience in related filled

About the Company

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa's first and leading low-cost carrier flying to over 100 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco, Egypt and Jordan. Over the past thirteen years, Air Arabia, through continuous market research and customer feedback, provides a range of value added services to millions of passengers who chose to fly with Air Arabia's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.