Junior Operations Specialist in Customer Support (Arabic)

As a Junior Operations Specialist in Customer Support at AirHelp, your main responsibilities include assisting customers throughout the claim-handling process by assessing their claims, answering queries, and maintaining communication via email, chat, and social media channels. You'll provide information and use your legal knowledge, supplemented by our training, to advise and guide air travelers effectively.

To qualify for the Junior Operations Specialist in Customer Support role at AirHelp, you need to be fluent in English and Arabic, both written and spoken, with at least a B2 level proficiency. Additionally, a willingness to learn about the airline industry, experience working with targets, and a strong desire to help others are essential qualities we look for in candidates.

The Junior Operations Specialist in Customer Support position at AirHelp operates on a 24/7 shift system. Morning shifts run from 8:00 AM to 4:00 PM, evening shifts from 4:00 PM to 12:00 AM, and night shifts from 12:00 AM to 8:00 AM. Flexibility to adjust to these shifts is a critical aspect of the role.

At AirHelp, Junior Operations Specialists in Customer Support enjoy an array of benefits including private health and life insurance, flexible perks like gym memberships and travel subsidies, annual travel allowances, language classes, and a personalized progression plan. You'll also have access to internal training programs and mindfulness resources, as well as opportunities for team bonding activities.

While previous experience in customer service is beneficial for the Junior Operations Specialist in Customer Support role at AirHelp, it is not a strict requirement. What matters most is your eagerness to learn and your commitment to providing exceptional service to travelers in need.

In your response, emphasize your ability to remain calm and empathetic. Explain how you listen actively to understand their concerns, reassure them you are there to help, and provide clear solutions. Highlight your willingness to escalate the issue to a more senior team member if necessary.

You can outline your approach by mentioning the importance of seeking clarification from reputable resources, consulting with a teammate or supervisor for expert advice, and ensuring you follow up with the customer in a timely manner with the correct information.

Focus on your passion for helping people in difficult situations and your interest in the airline industry. You might also mention AirHelp's commitment to innovative solutions and the chance to work with a diverse team, which aligns with your professional and personal goals.

Mention skills such as effective communication, problem-solving, empathy, attention to detail, and the ability to work in a fast-paced environment. Highlight how these skills are essential for understanding customer needs and providing appropriate assistance.

Share a specific instance where you provided more than just standard service. Talk about the actions you took to ensure the customer's satisfaction and the positive outcome that resulted from your efforts.

Discuss the importance of assessing urgency and impact. You can explain how you might categorize queries based on immediate needs and deadlines, and maintain an organized approach to ensure all customers receive timely responses.

Outline how you would approach the situation with empathy, offering assurance and support. Explain how you'd gather necessary information about their flight and provide options or next steps to help alleviate their frustration.

You could mention your strategies for staying updated, such as reading industry news, following relevant blogs, attending workshops, or engaging with professional networks. This demonstrates your commitment to continuous learning.

Identify any customer support tools or AI technologies you're familiar with. You can discuss your experience with CRM software and social media platforms as these are often used in customer support roles.

Share a story illustrating your adaptability, detailing how you assessed the situation, adjusted your approach, and communicated effectively with your team. This highlights your reliability and proactive problem-solving skills.