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Call Center Agent

Air Arabia

Alexandria, Egypt

Ref: NP151-91

Job description / Role

The purpose of this role is to provide customers with information in response to inquiries about products and services, make bookings for services including flights and to handle and resolve complaints.


• Preferred: High School Diploma with a good grade
• Able to use Word, XLS, create and maintain databases
• Good verbal reasoning skills; average numerical
• Fluent Arabic & English

• Communications Abilities: The drive to tune in to others and understand their needs and concerns.

Level 4 - Possesses people skills - Is clear, brief and gets across the important points. Communicates well at any level and in any medium. Goes out of the way to ensure the views of subordinates, colleagues and superiors are taken on board. Demonstrates clear ability to understand

• Adaptability: The drive to embrace fresh approaches and improvements

Level 3 - Changes a plan-Can conceptualise and find the reasons for rapid change. Rapidly changes own plans in response to meet new developments and requirements.

• Customer Orientation: Concern for satisfying needs of internal/external customers.

Level 4 - Takes action to meet customer needs and concerns - Considers how actions or plans will affect customers. Responds quickly to meet customer needs and resolve problems. Avoids over commitments.

• Proactive: A bias for action.

Level 2 - Helpful, highly active - Dynamic. Possesses high level of drive. Seeks ways of doing things in shorter, faster time without compromising on quality.

• Commitment: The drive to achieve defined objectives.

Level 3 - Goes beyond the requirements of the job - Puts larger objectives before self-interests. Cares for and promotes the interests of subordinates.

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.

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