Job description
COMMERCIAL AGENT (TICKETING AND BACK OFFICE)
Royal Air Maroc, the national carrier of the Kingdom of Morocco, operates one of Africa's most extensive route networks from its hub in Casablanca. The airline is currently in a period of sustained international growth, with new routes launching in Germany in 2026 reinforcing its commitment to the European market. With decades of operational experience and a service culture rooted in Moroccan hospitality, Royal Air Maroc offers a unique professional environment for candidates seeking to grow within a dynamic, globally expanding carrier.
The role covers the full ticketing lifecycle; reservations, back-office processing, and customer service across both B2B and B2C channels. Beyond daily operations, the agent carries a clear growth mandate: developing the group bookings segment by strengthening agency relationships and capturing new opportunities on the Germany-Morocco corridor.
Main duties
• Manage the full ticketing lifecycle: reservations, modifications, cancellations, reissues, and refunds in strict compliance with company policies and fare rules.• Provide comprehensive back-office support including documentation processing, PNR management, and quality control of issued tickets.
• Handle customer service inquiries with professionalism, delivering solutions that balance customer needs with operational guidelines.
• Manage passenger complaints and compensation claims in accordance with EC Regulation 261/2004, including delay and cancellation compensation workflows.
• Maintain current, in-depth knowledge of fare constructions, airline policies, IATA regulations, and travel documentation requirements.
• Work cross-functionally with colleagues to continuously improve workflows and deliver a seamless customer journey from booking to travel.
WE OFFER:
• Travel benefits and discounts for you and your family.
• Competitive salary.
• Opportunities for professional growth and advancement.
• Dynamic and multicultural work environment.
Required experience
- Fluency in German and English; French is a significant plus.
- Good understanding of the German travel market and consumer behavior.
- Proficient with MS Office and familiar with CRM systems, knowledge of GDS and Reservation systems especially Amadeus.
- Precision, autonomy, and a customer-first mindset under operational pressure.
How to apply
Please send your application documents to the following address:
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