Customer Service Agent

About Momentum
Momentum Solutions Egypt is a dynamic office located in Heliopolis, Egypt. We deliver top-tier customer care, sales support, and a growing range of business solutions for global travelers booking with FlightHub and Justfly. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale—supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.

Position Overview
We're looking for a Customer Service Operator to join our FlightHub team. In this role, you will provide exceptional post-booking support to FlightHub customers—handling everything from flight changes and cancellations to general travel inquiries. You'll be using an AI-powered internal chatbot that helps guide you through customer interactions and system processes—making it easier to deliver fast, efficient, and accurate service. No travel industry experience required, and all tools are designed to support new agents through structured workflows. If you're a proactive problem solver who thrives in fast-paced environments, we'd love to meet you!

What You'll Be Doing:

• Handle Inbound Post-Booking Calls: Serve as the first point of contact for customers seeking help with existing flight bookings, itinerary changes, cancellations, and other travel-related inquiries.
• Ensure Quality and Efficiency: Consistently meet or exceed performance KPIs such as average handling time, first-call resolution, and customer satisfaction scores.
• Problem Solving & Escalation: Quickly identify the root cause of customer concerns and resolve them when possible, escalating to supervisory or specialized teams when needed.
• Collaborate & Contribute: Share insights, and provide feedback to improve workflows and enhance the overall customer experience.

What You Bring:

Soft Skills:

• Excellent interpersonal and communication skills
• Strong organizational abilities
• Resilience under pressure and a positive, customer-first attitude

Language Proficiency:

• Fluent in English (spoken and written)
• Additional languages—particularly French—are a strong asset due to our global customer base

Education:

• University degree in any field, or equivalent experience in customer service or hospitality

Experience:

• 1–2 years of customer service experience, whether in retail, telecommunications, insurance, or other service sectors — call center experience is a strong asset.
• No prior GDS or travel industry experience is required

Technical Skills:

• Quick learner with new technology and digital tools
• Strong multitasking skills—comfortable handling live calls while typing and navigating multiple systems simultaneously

Please note this is a full-time on-site position, in Heliopolis, Egypt.

Benefits of Working With Us:

• Competitive Earnings: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.
• Collaborative Team: Work with a supportive team dedicated to shared success.
• Growth Opportunities: Develop your career within a company that values commitment and innovation.

Explore FlightHub: https://corporate.flighthub.com/

Explore Momentum Solutions: https://momentumegypt.com/