About this role
About the Role The Airline Customer Service Associate provides effective technical support to the travel process and actively resolves client issues directly or through timely escalation to meet service level agreements. This role focuses on delivering courteous, accurate assistance to travelers, using CRM and AI-enabled tools to improve speed and quality of service. What You'll Do
- Handle customer inquiries related to flight schedules, bookings, cancellations, and rebookings.
- Assist with ticketing, check-in procedures, and baggage handling.
- Resolve customer complaints and travel-related issues professionally.
- Support passengers with special needs, including elderly travelers and unaccompanied minors.
- Update logs of customer interactions using CRM systems.
- Uphold airline policies and safety protocols during all interactions.
- Manage Frequent Flyer Programme accounts, including enrollment, mileage tracking, tier status updates, and redemption support.
- Timely follow-up on any commitments made to the customer.
- Keep oneself updated, aware of, and compliant to all company policies and procedures including Security management system. What We're Looking For
- Graduates or undergraduates with at least 2 years of college and able to provide a Transcript of Records (TOR); Senior High School graduates under the new curriculum.
- English Proficiency: CEFR B2 or higher; preferred C1 for premium support.
- Typing speed of 30-40 words per minute.
- Strong communication and interpersonal skills; fluency in English (spoken and written).
- Familiarity with AI/Gen AI tools (e.g., chatbots, virtual assistants, automated ticketing systems) and ability to leverage them for faster and more accurate customer support.
- Basic understanding of AI-driven workflows in customer service environments is a plus.
- Ability to work flexible shifts, including nights, weekends, and holidays.
- Professional demeanor and customer-first attitude.
- At least 1 year of experience in Customer Service, preferably travel/hospitality. Nice to Have
- Experience with CRM systems and airline loyalty programs (preferred but not required).
- Familiarity with airline operations or travel industry.
- Experience using AI-enhanced tools to support customer service workflows. Compensation & Benefits
- Salary not disclosed.
- Benefits not specified.