Fly Jinnah Contact Center Jobs

Fly Jinnah Hiring – Contact Center Officer

Fly Jinnah is hiring a Contact Center Officer to serve as the focal point for customers, travel agents, and GSAs across the airline’s entire network, handling everything from product inquiries to flight disruption support.

Job Purpose: To act as the focal point for customers, agents, and GSAs in terms of product and service inquiries, complaints, flight alerts, and disruptions across the entire network. Assists in monitoring systems, identifying and resolving problems, and supporting the execution of action plans to increase sales and enhance the customer experience, ensuring productivity stays in line with set measures and company policies and procedures.

Key Result Responsibilities

• Acts as the first point of contact for customers, travel agents, and GSAs regarding inquiries, information, requests, and complaints, ensuring all communication aligns with company standards
• Supports the Contact Center team by responding to inquiries across calls, website, email, social media, online chat, and messaging applications
• Assesses customer and travel agent needs and directs them appropriately, ensuring timely and satisfactory case closures; follows up with customers and internal departments as needed
• Provides accurate information on products and services, including policies, ticketing, reservations, ancillaries, and onboard products
• Assists in handling special class bookings related to FAM trips, barter tickets, incentives, and complimentary tickets per agreed policies, coordinating approvals with stakeholders
• Supports travel agents on system-related matters such as account activation/deactivation, user creation, and password resets, escalating issues when necessary
• Assists in handling delayed, cancelled, and disrupted flight cases professionally, including connection inquiries, alternate flight availability, and hotel accommodation for long transits, coordinating with Operations/Dispatch
• Sends flight disruption alerts and notifications via SMS and email, and rectifies misconnections caused by cancellations, delays, or early departures by coordinating with Operations/Transfer Desk
• Develops and maintains strong working relationships with other departments and stakeholders
• Keeps up with market trends in sales and customer service, conducts customer surveys as needed, and recommends improvements to enhance the customer experience
• Performs additional responsibilities as advised by the Supervisor/Line Manager
  
  

Qualifications

• High School/Diploma or equivalent; a Bachelor’s degree in a related field is preferred
• Proficient in Microsoft Office and comfortable using technology systems and tools
• Fluent in English
  
  

Work Experience

• 2+ years of related experience in customer service or support in any service industry, preferably in aviation
• Strong communication, persuasive, and problem-solving skills
• Cost-oriented mindset with technical expertise and strong interpersonal skills
• Able to identify problems and react quickly to situations such as angry customers, complaints, and special requests
• Ability to work long hours and under pressure
• Demonstrated ability to contribute to and deliver against business strategy and set KPIs
  
  

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