Contact Center Officer – Customer Service

About the role

Fly Jinnah is seeking a Contact Center Officer to serve as the primary point of contact for customers, travel agents, and Global Sales Agents (GSAs). The role involves handling product inquiries, complaints, flight alerts, and disruptions across the airline’s network while supporting sales growth and customer experience.

Key responsibilities

• Act as 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 class bookings, barter tickets, incentives, and complimentary tickets, coordinating approvals.
• Support travel agents with system issues such as account activation, user creation, and password resets.
• Handle delayed, cancelled, or disrupted flight cases, including alternate flight options and hotel accommodations.
• Send flight disruption alerts via SMS and email and resolve misconnections.
• Maintain strong relationships with internal departments and stay updated on market trends.
• Conduct customer surveys and recommend improvements to enhance service quality.

Required profile

• High School Diploma or equivalent; Bachelor’s degree preferred.
• Minimum 2 years of customer service or support experience, preferably in aviation.
• Fluent English communication skills.
• Strong problem‑solving, persuasive, and interpersonal abilities.

Required skills

• Proficiency in Microsoft Office.