Customer Support Agent – Karachi

About the role

Air Arabia (Fly Jinnah) is seeking a Customer Support Agent to serve as the primary point of contact for customers, travel agents and GSAs in Karachi. You will handle product inquiries, complaints, flight alerts and disruptions across the airline’s network, ensuring a smooth and positive experience for all stakeholders.

Key responsibilities

• Act as the first point of contact for customers, travel agents and GSAs via phone, email, chat, social media and messaging apps.
• Provide accurate information on tickets, reservations, policies, ancillaries and onboard products.
• Assist with special bookings such as FAM trips, barter tickets and complimentary tickets, coordinating approvals.
• Support agents on system issues including account activation, deactivation and password resets.
• Handle delayed, cancelled or disrupted flights, arrange alternate flights and hotel accommodation when needed.
• Send flight disruption alerts via SMS and email and resolve misconnections.
• Maintain strong relationships with internal departments and monitor market trends to improve service.

Required profile

• High School/Diploma required; Bachelor’s degree preferred.
• Minimum 2 years of customer service or support experience, preferably in aviation.
• Fluent English communication skills.
• Ability to work in a fast‑paced call‑center environment and follow company policies.

Required skills

• Microsoft Office