Call Center Agent - Outbound | Casablanca (Morocco)

Air Arabia is defined by a deeply human and collaborative culture, where trust, teamwork, and mutual support guide everyday operations.
Managers maintain a close, supportive presence, ensuring a stable and empowering work environment for all employees.
This people-centric mindset is reinforced by strong structure and process discipline, essential for quality, reliability, and safety in aviation.
Performance, ambition, and a healthy competitive spirit contribute to the company’s drive, while innovation supports continuous improvement in a fast-evolving industry.

Job purpose:

To actively support the Contact Center Outbound sales, services and operations across the entire network by maximizing sales and enhancing customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures highlighted in the Service Quality Manual.

Key Result Responsibilities:

• Develops and demonstrates new sales approaches and techniques that serve to promote business and increase market share in three main areas: Group reservations, Holidays Packages, and Telesales.
• Maintains effective relationships with external parties acting as Group leaders (Freelancers) to support the outbound team in attracting groups of tourists and passengers thus maximizing sales and achieving targets through the contact center.
• Handles Group Accounts’ relations including inquiries, bookings, quotations, statements, timely payments, and complaints ensuring actions and communication are executed as per adopted policies and operating procedures.
• Acts as a middle point between customers, Holidays Team and vendors, mainly hotels, to coordinate and resolve all issues related to holiday packages such as inquiries, bookings, modifications, cancellations, payments, refund, etc.
• Establishes contact and negotiations with different types of customers to recover/enhance sales through managing abandoned calls and on-hold bookings, promoting ancillaries and services through up-selling, thus building trust and credibility at customers’ level.
• Initiates calls with passengers having cancelled reservations to persuade them rebook and finalize payments for held bookings; up sells ancillary products & services and registration on Airwards.
• Supports the Manager- Contact Center in the daily operations by providing on “Floor” assistance to all inbound/outbound call center agents.
• Performs any additional responsibilities as advised by the Line Manager/Supervisor.

Qualifications:

• High school/diploma or equivalent; Bachelor degree in any stream is preferred.
• Capable of using technology systems and tools; proficient in Microsoft Office.
• Fluent in English, French & Arabic Languages

Work experience:

• 2+ years of related working experience in a similar role in sales/customer relations in any service industry, preferably in aviation; experience with low cost airline is a plus.
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Proven record in achieving sales and meeting targets.
• Cost-oriented, possesses effective persuasive, negotiation, problem solving skills.
• Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
• Sales and marketing techniques.
• Capable of understanding customers’ problems and direct them in the right channel.
• Ability to work for long hours and under pressure.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.