Company Description Alorica is a global customer experience (CX) provider that partners with leading brands to design and deliver innovative, results-driven customer interactions. The company combines proven performance, deep industry expertise, and advanced technology to create meaningful experiences that build long-term customer relationships. Guided by values of integrity and authenticity, Alorica is known for challenging convention and pioneering new approaches to CX. With 100,000 professionals in 17 countries, serving over 250 brands in more than 75 languages, Alorica offers diverse career paths in a connected, creative, and collaborative environment.
Role Description The Airline Customer Support role focuses on assisting airline customers with inquiries related to bookings, flight changes, cancellations, baggage, and general travel information. On a typical day, the team member responds to customer requests via phone, email, or chat, provides accurate and timely information, and resolves issues while maintaining a high level of professionalism and empathy. The role also involves coordinating with airline and aviation partners, documenting interactions in internal systems, and following company procedures and security guidelines. Team members may identify opportunities for service upgrades or ancillary sales when appropriate, always prioritizing customer satisfaction. This is a full-time, on-site position based in Qesm El Sheikh Zaid.
Qualifications
* Strong Communication skills, including clear spoken and written English at B2 level.
* Customer Service skills with a focus on problem-solving, empathy, and patience.
* Knowledge or experience in Airlines and Aviation operations, policies, or terminology.
* Basic Sales skills, including the ability to recommend suitable services or upgrades.
* Bachelor’s degree (graduate level) or equivalent education.
* Ability to work on-site in Qesm El Sheikh Zaid and flexibly within rotating shifts as needed.
* Proficiency with computer systems, CRM tools, and multi-tasking between applications.
* Previous experience in contact centers, travel, or hospitality is an advantage.
* Commitment to maintaining confidentiality, adhering to compliance standards, and following company policies.
