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
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