Company Description Alorica is a global customer experience provider focused on creating long-term customer relationships by designing and delivering impactful brand experiences. As a full-service CX partner, Alorica combines proven performance, specialized industry expertise, and advanced technology to drive measurable results for clients. The company stands out by pioneering new approaches to customer experience, emphasizing integrity, authenticity, and strong client partnerships. With approximately 100,000 professionals across 17 countries, Alorica supports more than 250 brands in over 75 languages. Team members join a curious, creative, and connected community with diverse career opportunities worldwide.
Role Description This is a full-time, on-site Airline Customer Support role based in Qesm El Sheikh Zaid. The role involves assisting airline customers with inquiries related to reservations, ticket changes, flight information, baggage policies, and general travel support via phone, chat, or email. The team member will handle customer concerns, troubleshoot issues, and provide clear, professional guidance in B2-level English while following airline policies and Alorica’s quality standards. Daily responsibilities include documenting interactions accurately, escalating complex cases when necessary, and meeting performance metrics such as response time, customer satisfaction, and adherence to procedures. The role may also include offering appropriate services or upgrades and collaborating with supervisors and colleagues to enhance the overall customer experience.
Qualifications

Strong Communication skills in English (B2 level), including clear speaking, active listening, and professional written responses. Customer Service skills, with the ability to handle inquiries, resolve complaints, and maintain a positive, empathetic attitude. Basic knowledge or strong interest in Airlines and Aviation, including common airline procedures, terminology, and customer touchpoints. Sales awareness, with the ability to identify customer needs and offer relevant services or upgrades when appropriate. Previous experience in contact centers, hospitality, travel, or related service industries is an advantage. Ability to work on-site in Qesm El Sheikh Zaid, follow structured schedules, and adapt to a fast-paced environment. Proficiency in using computer systems, CRM tools, and multiple applications while assisting customers. High school diploma or equivalent; additional education in tourism, hospitality, or business is a plus.