Air Arabia recrute Plusieurs Profils sur Casablanca
Air Arabia est une compagnie aérienne à bas coûts des Émirats arabes unis, basée à Charjah.
Air Arabia est le premier et plus grand transporteur à bas prix du Moyen-Orient et de l’Afrique du Nord. Elle opère deux filiales étrangères, Air Arabia Maroc fondée en 2009 et basée à Casablanca, et Air Arabia Egypt fondée en 2010 et basée à Alexandrie (une autre au Népal a disparu en moins d’un an, et une autre en Jordanie ne s’est pas concrétisée).
La compagnie dessert plus de 155 destinations à travers le Moyen-Orient, l’Afrique du Nord et l’Europe. Elle a transporté 80 millions de passagers à ce jour.
Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa’s first and leading low-cost carrier flying to over 150 destinations across the world.
Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco and Egypt.
Over the past years, Air Arabia, through continuous market research and customer feedback, has provided a range of value added services to millions of passengers who chose to fly with the airline’s fleet of A320 aircraft.
The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.
Air Arabia recrute Plusieurs Profils sur Casablanca
IT Support Engineer
Provide IT support services to Air Arabia Group users and business teams through various channels such as telephone, web, email or in-person as required. Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business. Installs, configures and monitors computer systems and networks of the Group: diagnoses hardware/software faults and solves technical and application problems ensuring productivity is in line with set measures and company’s adopted policies and procedures.
Key Result Responsibilities:
- Acts as the main contact point for IT support service center, takes ownership of reported issues; responds to enquiries promptly and provides proper and accurate information and feedback or resolutions to technical problems ensuring problems are being recorded and tracked throughout the entire process.
- Conducts investigations and diagnosis to identify problems whilst providing Level 1 support, channels unresolved issues in the right direction among the IT teams.
- Researches, diagnoses, and troubleshoots systems, network problems and hardware and software faults; identifies resolutions, responds within agreed time limits to call-outs.
- Assists with the development and implementation of processes and service level agreements of incidents management and service request management.
- Contributes to creation of support knowledge base by developing and communicating IT support manuals, technical notes and articles.
- Key Result Responsibilities – Continued
- Contributes to IT overall plan by assisting technical experts in planning, evaluating, testing, and implementing new technology such as systems and platforms for the entire network. Participates in different IT projects.
- Utilizes different communication channels and tools to directly support or remotely guide customers on the different enquiries and problems raised, these channels include: personal visits, telephone calls, e-mails, web, chat etc.
- Ensures proper recording and closure of all claims; generates timely reports of different nature to capture support services activities.
- Installs, configures, monitors and maintains computer hardware operating systems, applications and networks, replaces parts and upgrades existing ones when and as needed.
- Supports the roll-out of new applications; sets up new users’ accounts, profiles and passwords.
- Establishes/builds on good working relationship with stakeholders, business users, suppliers, vendors and other technical teams to ensure improvements in the IT environment and resolve any issues related to their provided services and products.
- Assists in establishing and maintaining a complete and accurate record of all IT assets in the organization.
Profil recherché:
Qualifications (Academic, training, languages):
- Bachelor Degree in Computer Engineering/Computer Science/Information Technology.
- ITIL/ CCNP/ CCIE/ MCSE/ RHEL Certifications are a plus.
- Fluent in both French and English Languages.
Work Experience:
- 3-4 years in IT Infrastructure support, service desk, 24×7 critical operations preferably in aviation; experience with low cost airline is a plus.
- Proven record in implementing and monitoring infrastructure projects.
- Holistic IT Knowledge in heterogeneous technology environments – experience with different types of end-to-end technology stacks.
- Working experience in managing operations and technology platforms – both internally and externally hosted.
- Proven skills in analyzing data, identifying pitfalls and recommending solutions.
- Possesses effective persuasive, negotiation, problem solving and decision making skills.
- Employs a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
Accountant
Applies the accounting rules and makes sure payments are timely and accurately processed and postings on Sage are executed as per adopted procedures. Reconciles petty cash balances timely and accurately ensuring no discrepancies.
Maintains accounting controls throughout all transactions carried by auditing documents, adhering to the approved policies and procedures, and alerting the manager with any abnormalities or discrepancies noticed.
Key Result Responsibilities:
- Prepares the accounting entries to the Sage X3 ensuring accuracy and conformity recognized financial dimensions.
- Verifies the Bank statement & records the unrecorded receipts on daily basis.
- Prepares the Bank reconciliations statements for all banks on monthly basis.
- Follows up & monitors Group sales.
- Locates overdue accounts in Sage X3 and highlights to the Manager accordingly.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications.
- Contributes to team effort by accomplishing related results as needed.
- Performs any additional responsibilities as instructed by the line manager.
Profil recherché:
Qualifications:
- Bachelor degree in Accounting / Finance or equivalent from.
- Professional qualification as an Accountant is preferred..
- Capable of using technology systems and tools mainly finance related ones.
- Proficient in Microsoft Office- Advanced Excel, Access, Word, Power Point skills, Internet and Web Search.
- Fluent in English Language.
Work Experience:
- 1 or 2 years of experience in a computerized accounting environment is preferred.
- Strong math and numerical reasoning ability and high accuracy are mandatory for this role.
- Capable of using computerized accounting environment is essential.
- Capable of meeting deadlines without compromising quality of outcome.
- Capable of analyzing data, identifying irregularities.
- High attention to details, confidentiality, and ability to adhere to procedures and set measures are a must.
- Capable of working for long hours and under pressure.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
B2 – Certifying Engineer
Carries out and supervises Line-level maintenance tasks on Air Arabia and third party aircrafts within the DAC ‘B2’ License Category, ensuring the required work is performed, certified and recorded accurately and timely in accordance with Air Arabia Maroc and regulatory requirements.
Key Result Responsibilities:
Operational Excellence
- Reviews assigned task cards with the outstation & Line Maintenance Manager to gain full understanding of the work, priorities, documentation requirements and cautions, prior to starting work.
- Prepares and performs scheduled aircraft maintenance according to assigned task cards, ensuring that the required documentation, parts, tools and GSE are obtained and used per issued instructions.
- Carries out aircraft test and inspection tasks to the standard necessary to fully identify and record any defects or damage in accordance with apKey Result Responsibilities:proved maintenance procedures.
- Performs defect troubleshooting and rectification in accordance with Aircraft Maintenance Manuals and instructions provided by Engineering Department.
- Signs off maintenance tasks performed or supervised within the scope of own authorisation, verifying that the task card and associated documents have been completed to the required standard following completion of all maintenance.
- Manages communications with other Engineers and Technicians related to the assigned tasks, ensuring proper coordination, continuity and handover of work.
Safety
- Manages the safety of assigned maintenance tasks, ensuring all published mandatory precautions are taken prior to commencing work and during task execution.
- Takes positive steps to protect self and other persons in the area of the maintenance activity from any possible injury, including the use of proper GSE and protective equipment.
- Manages human factors aspects of maintenance, ensuring that the continuity of critical maintenance tasks is protected, by avoidance of task interruption and the proper use of handover procedures.
Reputation and Teamwork
- Internal Customer Service: provides positive support to other operational teams in MAC, provides proactive and helpful professional advice, suggestions and solutions.
- Leadership: provides sound supervision and guidance of Technicians assigned to support own tasks. Ensures they are adequately briefed to perform the non-certifying maintenance tasks.
- Representing Air Arabia Maroc: presents a positive and competent image of technical professionalism to MAC Flight Crews, other companies’ personnel and MAC customers.
Cost Awareness
- Maintains positive awareness to the cost of aircraft maintenance including use of time and materials.
- Minimises unnecessary waste of consumable material and part repair cost by avoiding unnecessary.
Profil recherché:
Qualifications:
- Holds /has held an EASA Part 66 & DGAC B2 Aircraft Maintenance License and company maintenance
- approvals on the Airbus A320.
- Note: must commit to ensure any limitations removed from license within 9 months of induction.
- Ability to obtain an unrestricted DGAC B2 Category License.
- Able to demonstrate in-depth airframe and engine systems maintenance knowledge.
- Ability to read, write, speak and understand English to a good standard for technical communications.
- Good computer skills (Microsoft Office).
- Ability to obtain a Moroccan driving license
Work Experience/Other Competencies:
- At least 2 years’ experience certifying maintenance on the Airbus A320 family of aircraft.
- At least 5 years’ experience in a Base Maintenance environment.
Call Center Agent
To support the Contact Centersection across the network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.
- Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards.
- Responds to customers’ incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
- Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
- Handles customers’ complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
- As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken.
- Promotes the company’s products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc. ensuring monthly targets are met thus increasing the revenue and sales.
- Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
- Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.
- Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
- Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.
Profil recherché:
Qualifications:
- High School/Diploma or equivalent.
- Capable of using technology systems and tools such as Microsoft Office.
- Good in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
- No hearing or articulatory problems.
Work Experience / Other Competencies:
- No previous experience is required for this role; any experience would be treated as an advantage.
- Capability of understanding market trends and channeling them leading to effective customer care solutions
- Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
- Capable of understanding customers’ problems and direct them in the right channel.- Ability to work for long hours and under pressure.
- Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
Duty Supervisor
Assists the Manager by guiding, supervising and driving the Inbound operations and sales across the network, monitoring performance of staff and systems, resolving problems, and preparing and executing action plans; drives the teams to achieve objectives is in line with set measures and company’s adopted policies and proceduresProfil recherché:
Key Responsibilities:
- Defines/sets and drives the sales targets of the assigned team to achieve business goals and maximize profit by developing efficiency, and providing guidance on best practices.
- Co-plans work schedules and duty roster for assigned Inbound team (rotational) to meet anticipated business requirements and objectives, monitors adherence, attendance, leave and overtime records.
- Supervises a team of Call Center agents; monitors the day-to-day performance of the assigned team to ensure smooth operations; manages/handles traffic in customers’ inquiries and complaints raised from different channels such as: telephone calls.
- Ensures accurate information on products and services are communicated through the team; monitors performance in terms of sales and achieving revenue.
- Assists the Supervisor- Inbound/Manager in the daily operations by providing on “Floor” guidance, support, and monitoring to Call Center agents.
- Creates a challenging and motivational environment to reduce pressure and drive the assigned team achieve their individual/group targets. Monitors communication such as random calls, minimize errors and track operative performance thereby increasing sales.
- Manages individual’s/team’s performance assessment reports on weekly basis to highlight pitfalls, identify gaps and recommend best approaches and methodologies to be adopted to bridge those gaps
- Partners with Supervisors/Manager to develop individual/group development plans to enhance the performance of the team, including: coaching, mentoring, counselling, training courses, etc. Conducts induction sessions, product knowledge and system trainings, as well as assessments for new joiners.
- Identifies trends in customer service; analyzes pitfalls and complaints; recommends improvements to enhance customers’ experience and implement best practices in services and operating procedures thus contributing to achieving/maintaining high quality in performance in workflow to increase sales.
- Ensures all Contact Center technical facilities, systems, tools and equipment (computers, telephones, headsets, etc.) are properly installed, and maintained in coordination with suppliers and IT division.
- Develops preventive maintenance programs and immediate technical support to all work stations when not fully operational.
Profil recherché:
Qualifications (Academic, training, languages, etc.):
- Bachelor degree in Management or equivalent.
- Capable of using technology systems and tools; proficient in Microsoft Office.
- Fluent in French, English & Arabic Languages;
Work Experience/Other Competencies:
- 2+ years of related working experience in a similar role, preferably in aviation; experience with low cost airline is a plus.
- Knowledge in Call/Contact Center technological systems and tools.
- Proven skills in analyzing data, identifying pitfalls and recommending effective solutions.
- Capable of identifying problems and immediately reacting to situations of the different nature such as angry customers, complaints and special requests.
- Capable of understanding customers’ problems and direct them in the right channel.
- Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
- Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
- Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
- Ability to work for long working hours and under pressure.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
Maintenance Planning Engineer
Poste:
- Develops long-term/short-term maintenance plans for Air Arabia Maroc fleet maintenance based on the manufacturer’s manual – Approved Maintenance Program (Airbus/ AMP).
- Maintains a system of monitoring and control of the maintenance program to ensure that the maintenance schedules are executed timely and according to approved practices.
- Prepares work scope of maintenance schedules (line, workshop); identifies group and individual maintenance tasks based on the AMP and as per adopted procedures.
- Coordinates with Stakeholders to develop manpower capacity plan and manage scheduled/unscheduled maintenance activities taking into consideration the agreed parameters (calendar, hours, cycles), cost and business needs, overlaps, unforeseen circumstances as well as emergencies.
- Maintains an effective and updated system of work- package arrangements for (A) and (C) checks to include/record all scheduled routine and non-routine maintenance. Ensures job cards are efficiently prepared and updated.
- Defines the tools, components and spare parts needed for aircraft maintenance based on the approved specifications; ensures needed material is prepared in preload lists for all scheduled work packages.
- Coordinates with Engineering Procurement to secure all tools, spare parts and components needed to execute the maintenance program all to be in place and on time.
- Develops/maintains a system to monitor maintenance requirements reflecting components within Air Arabia Maroc shops capability list.
- Ensures an accurate and up-to-date database of the spare parts, components inventory is maintained to achieve cost-effective and satisfactory timely maintenance.
- Monitors tasks completion versus Engineers checks requests in accordance with policies, procedures and regulations.
- Establishes and maintains necessary procedures to keep RAL Fleet management system updated, thus reflecting the true maintenance status of all aircrafts.
- Schedules compliance of airworthiness directives as well as non-mandatory service bulletins and modifications.
- Provides necessary assistance in the aircrafts lease/sublease process through technical evaluation of aircrafts.
- Coordinates with respective parties in Engineering, Finance and Legal to ensure smooth processing as per agreed terms and conditions and approved regulations.
- Prepares, coordinates and schedules all short term maintenance requirements working closely with line maintenance and MCC departments.
Profil recherché:
Qualifications (Academic, training, languages, etc):
- University Degree in Aircraft Engineering/Aeronautical/Aerospace/Industrial or equivalent.
- Project Management certificate or alternately the proven corresponding working experience.
- Cost Control, Compliance, Budgeting and Quality Assurance certificates and trainings are an added value and some may be treated as conditional for this role.
- Capable of using technology systems & tools; proficient in Microsoft suite and MRO systems.
- Excellent command over both written and verbal communication skills: reporting, presentations, etc.
- Fluent in English Language.
Work Experience/Other Competences:
- 5+ years’ experience in the Aviation industry, 4 of which as “Planning Engineer” or in a similar capacity,experience with Airbus A320 aircraft is preferred.
- Experienced in aircraft planning systems, procedures and documents such as (MPD, MRB, AMP) and regulations such as those of CAMO (Continuing Airworthiness Management Organization), and their relation to aircraft maintenance program.
- Familiar with aircraft systems and components.
- Familiar with rules and regulations of DGAC pertaining to the Engineering Maintenance, policies, procedures, manuals and licensing.
- Can demonstrate a working knowledge of EASA part 145, part 21 and sub part “M” requirements.
- A balanced personality with focus, analytical thinking, efficiency and commitment to successful results.
- Experienced in working with a team of professionals (Engineers and Technicians) in a frequently changing environment with heavy work-load schedules and ad-hoc scenarios.
- Very good supervisory and time management skills.
- Necessary exposure on airline and Flight Operations and standard regulations.
- Exposure to Quality Assurance/Safety/Audit functional practices related to and affecting maintenance.
- High accuracy and attention to both results and details.
- Proven skills in analyzing data, identifying pitfalls and recommending alternate solutions.
- Cost-oriented, possesses effective problem solving and decision making skills.
- Ability to use technical expertise, and interpersonal relations to support company’s objectives.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
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