Officer - Digital Support

At Almosafer (part of Seera Group),

We’re not just part of the travel industry, we’re helping shape its future.
As Saudi Arabia’s leading travel company, we serve millions across every segment of the travel and tourism ecosystem.
Rooted in our name “Almosafer,” meaning the traveler, we strive to make every journey seamless, personal, and purposeful. Our diverse platforms and services are built to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region.
We’re united by a bold vision:
To be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence in the Kingdom and beyond.
Our team across Saudi Arabia and the wider region blends deep cultural understanding with forward-thinking innovation, shaping a new standard for travel in the region.

About the Job:

As a Customer Care Agent, you will be responsible for assisting customers through multiple communication channels, including voice (phone) and non-voice (email, whats-app, ...) interactions. Your primary goal is to provide exceptional support related to After-sales booking flights, hotels, and other travel-related services, ensuring a satisfying customer experience.

Responsibilities:

• Provide assistance to customers regarding their flight, hotel bookings, and related travel services in the after sales part.
• Maintain up-to-date knowledge of company products, services, and policies to accurately address customer inquiries.
• Handle queries, complaints, and requests via phone, email, whats-app, and Social media channels and others.
• Utilize the following platforms: (Communication platforms - CRM - Bookings Hub - Google Workspace - GDS - Other booking portals).
• Assist customers with modifying reservations for flights, hotels, and associated services.
• Maintain a professional and positive attitude while interacting with customers.
• Engage with customers to enhance their experience, ensuring satisfaction and loyalty.
• Accurately record and maintain customer information, including booking details and communication history, in the customer relationship management (CRM) system.
• Ensure compliance with data protection policies.
• Work closely with other departments to provide end-to-end solutions for customers.
• Assist colleagues during peak periods or high workloads.
• Collaborate with the Risk Management & Loyalty team.
• Process refunds as needed.

Profile Requirements:

• Maximum Age 32 Years old.
• V.Good up to Excellent command of English.
• GDS experience is a plus (Amadeus / Galileo).
• Tourism background.
• CS experience is preferred.
• Grads only are welcome to apply.
• Interpersonal skills.
• Communication skills.
• Customer service orientated.
• Active listening skills.
• Problem-solving skills.
• Negotiation skills.

-