Customer Service Agent - Check In | Nador (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:

Efficiently promotes and executes Air Arabia customers’ check-in service in the corresponding station to achieve set targets and objectives. Also, to properly handle/direct customers’ inquiries and complaints in the right channel to enhance the customers’ experience and ensures their satisfaction.

Key Result Responsibilities:

• Establishes and maintains effective working relationships within workplace both internally with sales, travel services agents, Baggage agents, GHAs, Airport Authority, and Customs in order to ensure smooth workflow and proper handling of customers.
• Performs an efficient pre-flight check, passenger/baggage check-in, validates travel formalities for passengers as per adopted procedures and in line with reservation eligibilit
• Ensures all necessary documents are verified and collected from and/or provided to customers
• Handles revenue documents/cash related to ticket fares, baggage fees, special services, etc. efficiently and in line with adopted practice ensuring no shortages.
• Performs efficient and adequate handling of transit passengers, verifies documents, visas, tickets, etc
• Makes sure the passengers entitled for STPC are handled as per related company policies & procedures
• Verifies the meals/refreshments provided to passengers as per company policy.
• Directs passengers to their respective onward flight as necessary
• Ensures attending arrival flights as applicable, escorts passengers requiring special handling
• Provides assistance to passengers at the baggage claim area when needed, liaises with ramp agent for quick delivery of baggage.
• Liaises with baggage service (lost and found section) on all claimed or left items, follows up on cases of mishandled baggage to recommend solutions as applicable.
• Anticipates contact with high yield passengers prior to check-in and extends necessary courtesy and support to reflect a positive image of the company as required
• Undertakes passengers’ escort and service duties as directed by station management with emphasis on passengers requiring special service
• Provides maximum attention/care to passengers on delayed flights and to passengers denied from boarding to avoid any inconvenience or customer dissatisfaction.
• erforms any other duties or additional responsibilities as advised by the Line Manager
  

Qualifications:

• Bachelor’s degree in Tourism/Management or equivalent
• Additional qualification in Aviation/IATA/Tourism is a plus.
• Proficient in Microsoft Office: Word, Excel, Power Point
• Very good in English and French Languages
  

Work experience:

• Fresh graduates may be considered for this role given they demonstrate the required competencies
• 1-2 years of experience in a customer service industry, preferably in Travel/Airline or tourism
• Acceptable knowledge in Airline/Travel products and services
• Capable of understanding customers’ problems and directing them in the right channel
• Effective communication skills to utilize in building sales and marketing techniques
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests
• Capable of recommending alternate solutions to customers’ problems
• Effective persuasive, negotiation, and problem-solving skills
• Ability to work for long hours and under pressure.
• Employs interpersonal relations to support company’s objectives
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs