Overview
Airlines Customer Support | English Account Jobs in Giza, Al Jizah, Egypt at Alorica
Title: Airlines Customer Support | English Account
Company: Alorica
Location: Giza, Al Jizah, Egypt
Company Description Alorica is a global customer experience (CX) provider focused on creating customers for life by designing interactions that elevate client brands. As a full-service CX partner, Alorica combines proven performance, specialized industry expertise, and advanced technologies to deliver measurable results. The company is known for pioneering new approaches to customer experience, challenging convention while maintaining strong client relationships and a commitment to integrity and authenticity. With 100,000 professionals across 17 countries, Alorica serves more than 250 brands in over 75 languages. Candidates joining Alorica become part of a curious, creative, and connected team dedicated to delivering outstanding customer experiences.
Role Description This is a full-time, on-site Airlines Customer Support | English Account role based in Giza. The role involves handling inbound customer inquiries related to airline bookings, reservations, flight changes, check-in issues, baggage concerns, and travel policies, primarily in English. The team member will provide clear, accurate information, resolve problems efficiently, and ensure a positive customer experience in line with airline and Alorica standards. Daily tasks include responding via phone, email, or chat, documenting interactions, following escalation procedures, and meeting performance metrics such as quality, accuracy, and customer satisfaction. The role may also involve offering relevant travel-related services or upgrades, adhering to compliance and security guidelines, and collaborating with colleagues and supervisors to continuously improve service processes.
Qualifications
- Strong Communication skills, including fluent English speaking and writing, with the ability to simplify complex information for customers.
- Proficient Customer Service skills, demonstrating empathy, patience, active listening, and a solution-oriented approach to diverse customer needs.
- Basic understanding of Airlines and Aviation concepts, such as reservations, ticketing, fare rules, schedules, and baggage policies, or willingness to learn.
- Sales and upselling skills to confidently present additional services, upgrades, or relevant offers while maintaining customer trust.
- Ability to work on-site in Giza and be flexible with shifts, including evenings, weekends, and holidays as required by airline operations.
- Comfort with using computer systems, CRM tools, and multiple screens while handling real-time customer interactions.
- Previous experience in contact centers, travel, airlines, or hospitality is an advantage but not mandatory.
- High school diploma or equivalent; further education in tourism, aviation, or related fields is a plus.
