Premium Aviation Call Centre Agent
Location: Egypt
Employment Type: Full-time
Language: Fluent English (near-native)
Shift Pattern: Rotational / 24-7 coverage
Client: International Airline / Aviation Partner
ROLE OVERVIEW
We is hiring Premium Aviation Call Centre Agents to support high-value airline customers, including business class, loyalty programme members, and disrupted-flight passengers.
This role requires exceptional communication, sound aviation knowledge, strong judgement, and calm decision-making under pressure. Premium Agents handle complex, sensitive, and time-critical interactions and are expected to resolve issues end-to-end with minimal escalation.
KEY RESPONSIBILITIES
Premium Customer Support
- Handle inbound calls from business class, elite loyalty, and VIP customers
- Deliver a high-touch, calm, and professional service experience
- Manage customer expectations while adhering strictly to airline policies
Complex Booking & Disruption Handling
- Rebook flights during irregular operations (IRROPS)
- Manage multi-sector itineraries, time-zone changes, and fare conditions
- Process flight changes, cancellations, refunds, credits, and upgrades
- Support baggage issues, seating, special service requests, and fare rules
Decision-Making & Ownership
- Resolve issues without unnecessary escalation
- Use judgement to balance policy, commercial impact, and customer satisfaction
- Identify when supervisor or airline approval is required
Systems & Accuracy
- Navigate airline reservation systems (GDS / CRM tools)
- Maintain exceptional accuracy in passenger data and ticket changes
- Document calls clearly and professionally
Collaboration & Standards
- Support Tier 1 agents during live operations when required
- Act as a role model for tone, professionalism, and policy adherence
- Meet or exceed AHT, CSAT, FCR, and QA standards
REQUIRED EXPERIENCE & SKILLS
Essential
- 2+ years experience in an aviation or travel call centre environment
- Strong knowledge of:
- Fare rules (refundable vs non-refundable)
- Flight changes, cancellations, and IRROPS handling
- Time zones and multi-sector itineraries
- Near-native English (spoken & written)
- Proven ability to handle difficult or high-pressure calls
- Strong problem-solving and emotional intelligence
Preferred
- Experience supporting premium, business class, or loyalty customers
- Familiarity with airline reservation systems (Amadeus, Sabre, Galileo or similar)
- Experience working with international customers
- QA, mentoring, or escalation experience
