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Customer Service Representative

6 hours ago

Cairo, Cairo, Egypt OurTeam Full time

We is hiring Customer Service Representatives for a premium airline based in the UAE to support high-value airline customers, including business class, loyalty programme members, and disrupted-flight passengers.

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

Booking & Disruption Handling

  • Rebook flights during irregular operations
  • 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

REQUIRED EXPERIENCE & SKILLS

  • 2+ years' experience in a customer service role
  • Proven ability to handle difficult or high-pressure calls
  • Strong problem-solving and emotional intelligence