Customer Support Agent | Chat & Communication الدار البيضاء للعمل في خدمة الزبائن

Role Overview

We are hiring a Customer Support Agent – Chat to join our team in Morocco. In this role, you will serve as the primary point of contact for customers, agents, and GSAs regarding product and service inquiries, complaint resolution, flight alerts, and disruption management across the entire network.

Key Responsibilities

• Act as the focal point for customers, agents, and GSAs for all inquiries related to products and services
• Handle and resolve customer complaints efficiently and professionally
• Monitor and communicate flight alerts and disruptions across the entire network
• Provide timely and accurate responses to inquiries via live chat channels
• Assist in monitoring customer service performance and escalation procedures
• Collaborate with internal teams to ensure smooth communication during flight disruptions
• Maintain detailed records of customer interactions and resolutions

Qualifications

• Proven experience in customer support or a similar client-facing role
• Strong communication skills with the ability to handle high-volume inquiries
• Familiarity with live chat platforms and customer service tools
• Ability to work in a fast-paced environment managing multiple conversations simultaneously
• Problem-solving mindset with a customer-first approach

Skills

• Excellent written communication for chat-based support
• Strong multitasking and time management abilities
• Knowledge of airline or travel industry operations is a plus
• Proficiency in handling complaint resolution and conflict de-escalation
• Ability to work shifts and adapt to dynamic schedules
• Attention to detail in documenting customer interactions