Company Description Raya CX is a next-generation business process outsourcing (BPO) and customer experience management provider serving clients across multiple industries. Since 2001, Raya CX has been a trusted partner for customer service, technical support, and global services to Fortune 1000 companies in North America, Europe, the Middle East, and Africa. The company operates from highly competitive and skilled labor markets, delivering consistent, high-quality customer support. Raya CX leverages advanced technology, robust strategies, and a culture of continuous improvement and innovation to optimize customer interactions and operational performance. Team members benefit from a dynamic environment focused on professional growth and service excellence.
Role Description The Airline Customer Service Agent (B2) role at Raya CX is a full-time, on-site position based in Qesm El Maadi. The agent handles inbound and outbound customer interactions for airline passengers, including booking and modifying reservations, managing ticketing inquiries, and assisting with check-in and travel documentation. Daily responsibilities include responding to customer questions about flight schedules, fares, baggage policies, and travel regulations, while ensuring accurate information and timely resolution of issues. The agent is expected to manage complaints, disruptions, and special requests with empathy, professionalism, and adherence to airline and company procedures. The role also involves updating customer records, following compliance and data security guidelines, and collaborating with team leads and colleagues to maintain service quality and meet performance targets.
Qualifications
- Strong customer service skills, including active listening, problem-solving, and the ability to handle difficult situations calmly and respectfully.
- Clear and professional communication skills in English (B2 level or above), with the ability to explain complex information in a simple and accurate manner.
- Basic computer literacy and proficiency in using CRM systems, ticketing platforms, and common office applications for data entry and documentation.
- Attention to detail and organizational skills to manage multiple requests, follow procedures, and maintain accurate customer records.
- Ability to work in a fast-paced, shift-based environment, including flexibility for evenings, weekends, and holidays as required by airline operations.
- Service-oriented mindset with a focus on customer satisfaction, teamwork, and adherence to company policies and airline regulations.
- Previous experience in customer support, call centers, travel, or airline operations is an advantage but not mandatory.
- High school diploma or equivalent; additional education in hospitality, tourism, or business-related fields is a plus.
