Customer Support Agent

Opportunity Information

The Role

Fly Jinnah is hiring a Customer Support Agent in Karachi to act as the focal point for customers, agents and GSAs for product and service inquiries, complaints, flight alerts and disruptions across the network.

•Act as the first contact for customers/ travel agents/ GSAs for inquiries, information, requests and complaints in line with company standards •Support the Contact Center teams by responding to inquiries from calls, website, email, social media, online chat and messaging applications •Assess customers'/ travel agents' needs, channel them in the right direction and follow up to ensure timely closure of cases •Provide accurate information about products and services including policies, tickets, reservation, ancillaries and onboard products •Assist in handling special class bookings related to FAM trips, barter tickets, incentives and complimentary tickets as per policy •Support travel agents on system related matters including activation/ deactivation of accounts, user creation and password resets •Assist in handling delayed, cancelled and disrupted flight cases, coordinating with Operations/ Dispatch •Send flight disruption alerts and notifications to customers and stakeholders via SMS and email; rectify misconnections •Develop and maintain good relationships with other departments and stakeholders •Keep abreast of market trends in sales and customer services; conduct customer surveys and recommend improvements •Perform any additional responsibilities as advised by the Supervisor/ Line Manager

Applicants General Eligibility & Requirements

Education, Experience and Skills Requirements