Company Description Raya CX is a next-generation BPO and customer experience management provider serving clients across a wide range of industries. Since 2001, Raya CX has been a preferred partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. The company operates from competitive, highly skilled labor markets and offers integrated business process outsourcing solutions. Its services are supported by advanced technology, robust operational strategies, and a strong focus on continuous improvement and innovation. Team members join a fast-paced, customer-centric environment with opportunities to work on international accounts.
Role Description The Airline Customer Service Agent (Fluent) is a full-time, on-site role based in Qesm El Maadi. The agent will handle inbound and outbound customer interactions for airline passengers, including flight bookings, changes, cancellations, and general inquiries. Daily tasks include answering customer questions about schedules, fares, baggage policies, and special assistance, as well as managing complaints and service recovery with empathy and professionalism. The role involves using multiple systems to verify information, process requests, document interactions, and follow airline guidelines and compliance procedures. The agent is expected to meet performance targets, adhere to quality and safety standards, and collaborate with team leaders and colleagues to ensure a seamless customer experience.
Qualifications
Strong customer service and communication skills, with the ability to handle diverse customer interactions in a calm, professional manner. Fluency in English and at least one additional relevant language for airline customers; clear pronunciation and active listening skills. Competence with computer systems, CRM tools, and data entry; ability to learn airline reservation and ticketing platforms quickly. Problem-solving and decision-making skills, including handling complaints, resolving issues, and following escalation procedures when needed. Time management and organizational skills to handle high volumes of calls, emails, or chats while maintaining accuracy and service quality. Ability to work on-site in Qesm El Maadi and adapt to shift-based schedules, including evenings, weekends, and holidays as required. Previous experience in customer service, call center, travel, or airline operations is an advantage. High school diploma or equivalent; additional education in tourism, hospitality, or related fields is beneficial.