I- JOB TITLE

Customer Care Agent

II-      THE ROLE

• Respond promptly and professionally to customer inquiries via phone, email.
• Provide accurate information about products, services, procedures, and company policies.
• Handle customer complaints, concerns, and requests with patience and professionalism.
• Identify customer needs and provide appropriate solutions or alternatives at the airport.
• Follow up on unresolved customer issues to ensure timely resolution and customer satisfaction.
• Record and update customer information, requests, complaints, and interactions with the customer management system.
• Escalate complex or sensitive issues to the appropriate department or supervisor when necessary.
• Maintain a positive, respectful, and customer-focused attitude in all interactions.
• Follow established customer service procedures, standards, and quality requirements.
• Provide accurate information about products, services, procedures, and company policies.
• Work closely with other departments to resolve customer issues efficiently.
• Collect and report customer feedback, recurring complaints, and service related issues.
• Contribute to improving customer satisfaction and overall service quality.
• Maintain confidentiality of customer and company information.
• Perform additional functions that may be assigned at the discretion of management.

III-    QUALIFICATIONS / EXPERIENCE

• Bachelor’s degree or equivalent qualification
• Excellent verbal and written communication skills (French & English).
• Strong listening and interpersonal skills.
• Good problem-solving and conflict-resolution abilities.
• Customer-oriented and service-minded personality.
• Ability to remain calm and professional when dealing with difficult customers.
• Good organizational and time management skills.
• Basic computer skills
• Fluency in English ; proficiency in French or other languages is an advantage