English Customer Service - Airline Account

Company Description Alorica is a global customer experience (CX) company that partners with brands to design and deliver service that builds long-term customer relationships. As a full-service CX provider, Alorica combines proven performance, industry expertise, and advanced technology to create impactful, scalable solutions. The company is known for pioneering new approaches to customer experience, challenging convention, and maintaining strong client partnerships grounded in integrity and authenticity. With about 100,000 professionals across 17 countries, Alorica serves more than 250 brands in over 75 languages. Team members join a culture that values curiosity, creativity, and connection, with diverse career opportunities available worldwide. Role Description This is a full-time, on-site English Customer Service role for an Airline Account based in Cairo, Egypt. The team member will handle incoming customer inquiries in English via phone, chat, and email, providing accurate information about flights, bookings, changes, cancellations, baggage policies, and other airline services. Responsibilities include resolving issues, processing requests, documenting interactions in the system, and following airline policies and procedures to ensure safe and compliant operations. The role involves managing customer complaints with empathy, escalating complex cases when needed, and meeting defined performance metrics such as quality, productivity, and customer satisfaction. The team member will collaborate with supervisors and colleagues, participate in coaching and training sessions, and contribute to continuous improvement of customer experience. Qualifications Strong English communication skills, both spoken and written, with clear, professional, and customer-focused interaction abilities. Customer service and problem-solving skills, including active listening, issue analysis, and resolution in a fast-paced environment. Comfort with computer-based work, including typing, navigating multiple systems, and accurately documenting customer interactions. Ability to work on-site in Cairo, Egypt, with schedule flexibility for shifts, weekends, and holidays as required by the airline operation. Resilience and stress-management skills, with the ability to remain calm, empathetic, and courteous during challenging customer situations. Strong attention to detail and adherence to procedures, policies, and security and safety guidelines specific to airline operations. Collaborative mindset, openness to feedback, and willingness to participate in training and performance improvement initiatives. Previous experience in customer service, contact centers, or travel/airline industry is beneficial but not strictly required. High school diploma or equivalent; additional education in communication, tourism, or related fields is an advantage. Show more Show less