Check-In Customer Service Agent (Nador)

Job Purpose

Efficiently promotes and executes Air Arabia customers’ check-in service in the corresponding station to achieve set targets and objectives. Also handles and directs customers’ inquiries and complaints through the right channel to enhance the customer experience and ensure their satisfaction.

Key Responsibilities

• Establishes and maintains effective working relationships internally with sales, travel services agents, baggage agents, GHAs, Airport Authority, and Customs to ensure smooth workflow and proper handling of customers.
• Performs efficient pre-flight checks, passenger and baggage check-in, and validates travel formalities as per adopted procedures and in line with reservation eligibility.
• Ensures all necessary documents are verified and collected from and/or provided to customers.
• Handles revenue documents and cash related to ticket fares, baggage fees, special services, etc. efficiently and in line with adopted practice, ensuring no shortages.
• Performs efficient and adequate handling of transit passengers, and verifies documents, visas, tickets, etc.
• Makes sure passengers entitled to STPC are handled as per related company policies & procedures.
• Verifies the meals and refreshments provided to passengers as per company policy.
• Directs passengers to their respective onward flight as necessary.
• Ensures attendance at arrival flights as applicable and escorts passengers requiring special handling.
• Provides assistance to passengers at the baggage claim area when needed, and liaises with the ramp agent for quick delivery of baggage.
• Liaises with baggage service (lost and found) on all claimed or left items, and follows up on mishandled baggage cases to recommend solutions as applicable.
• Anticipates contact with high-yield passengers prior to check-in and extends necessary courtesy and support to reflect a positive image of the company.
• Undertakes passenger escort and service duties as directed by station management, with emphasis on passengers requiring special service.
• Provides maximum attention and care to passengers on delayed flights and to passengers denied boarding to avoid inconvenience or dissatisfaction.
• Performs any other duties or additional responsibilities as advised by the Line Manager.

Qualifications

• Bachelor’s degree in Tourism/Management or equivalent.
• Additional qualification in Aviation, IATA, or Tourism is a plus.
• Proficient in Microsoft Office: Word, Excel, PowerPoint.
• Very good in English and French.

Work Experience

• Fresh graduates may be considered if they demonstrate the required competencies.
• 1-2 years of experience in a customer service industry, preferably in travel, airline, or tourism.
• Acceptable knowledge of airline and travel products and services.
• Capable of understanding customers’ problems and directing them through the right channel.
• Effective communication skills to support sales and marketing efforts.
• Capable of identifying problems and reacting quickly to situations such as angry customers, complaints, and special requests.
• Capable of recommending alternative solutions to customers’ problems.
• Effective persuasion, negotiation, and problem-solving skills.
• Ability to work long hours and under pressure.
• Uses interpersonal relations to support company objectives.
• Demonstrates the ability to contribute to and deliver against business strategy and set KPIs.