Company Description Alorica is a global customer experience leader, partnering with brands from strategy through execution to design impactful, end-to-end CX solutions. The company combines proven performance, industry expertise, and advanced technology to deliver measurable results and innovative customer experiences. Alorica stands out by challenging convention, building strong client relationships, and staying true to values of integrity and authenticity. With 100,000 professionals in 17 countries, serving more than 250 brands in over 75 languages, Alorica offers diverse opportunities for growth. Applicants can explore more about the organization and its opportunities at alorica.com/careers.
Role Description This is a full-time, on-site Airline Customer Support role located in Qesm El Sheikh Zaid. The role involves handling inbound customer inquiries related to airline reservations, ticket changes, cancellations, baggage, and travel policies, primarily in English at a B2 level. Team members assist customers with flight information, fare options, special requests, and loyalty program questions while following airline guidelines and company procedures. The position requires documenting interactions accurately, managing cases in the support system, and escalating complex issues when needed. The role also includes promoting relevant services or upgrades when appropriate, maintaining high customer satisfaction, and collaborating with colleagues and supervisors to meet performance targets.
Qualifications
* Strong Communication skills, including clear spoken and written English at B2 level and active listening abilities.
* Customer Service skills focused on empathy, problem-solving, conflict resolution, and maintaining professional conduct.
* Knowledge or interest in Airlines and Aviation, including basic understanding of reservations, ticketing, and airline procedures.
* Bachelor’s degree (graduate-level education) or equivalent is preferred.
* Ability to work on-site in Qesm El Sheikh Zaid and commit to full-time shifts, including evenings, weekends, or holidays as needed.
* Comfort with computer-based systems, CRM tools, and rapid data entry.
* Prior experience in contact centers, travel, or hospitality is an advantage but not required.
* Dependable, detail-oriented, and able to perform under time pressure in a fast-paced environment.
