Company Description Raya CX provides next-generation business process outsourcing (BPO) and customer experience management services for clients across diverse industries. Since 2001, Raya CX has been a preferred partner for customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. The company delivers services from competitive and highly skilled labor markets, enabling high-quality support and scalable operations. Raya CX offers integrated outsourcing solutions backed by advanced technology, strong operational strategies, and a culture of continuous improvement and innovation. Team members join a dynamic environment focused on professional growth and excellent service delivery.
Role Description The Airline Customer Service Agent (C1) is a full-time, on-site role based in Qesm 2nd 6 October. The agent responds to airline customers inquiries via phone, email, or chat, providing accurate information about flight schedules, bookings, changes, cancellations, and airline policies. Responsibilities include handling check-in or reservation requests, resolving issues and complaints, and escalating complex cases when necessary while maintaining service quality standards. The agent follows company guidelines and airline procedures, documents interactions in the customer management system, and meets performance targets related to quality, efficiency, and customer satisfaction. The role also involves collaborating with team members and supervisors, participating in training, and adapting to new processes, technologies, and client requirements.
Qualifications
- Candidates should possess strong customer service and communication skills, including clear verbal and written communication, active listening, and a professional, empathetic interaction style.
- Candidates should possess problem-solving and conflict-resolution skills, with the ability to handle difficult situations calmly, think quickly, and provide practical solutions within airline guidelines.
- Candidates should possess basic computer and systems skills, including typing proficiency, the ability to navigate CRM or reservation platforms, and comfort working with multiple software tools simultaneously.
- Candidates should possess organizational and time management skills, such as prioritizing tasks, managing high call or contact volumes, and maintaining accuracy under pressure.
- Candidates should possess language skills appropriate for airline customer interactions; fluency in English is required, and additional languages are an asset.
- Relevant experience in customer support, call centers, travel, or airline reservations is beneficial but not always mandatory for entry-level applicants.
- A high school diploma or equivalent is required; further education in tourism, hospitality, business, or related fields is considered an advantage.
- Candidates should be able to work flexible shifts, including evenings, weekends, and holidays, and demonstrate reliability, teamwork, and a commitment to delivering excellent customer experiences.
