About this role
About the Role The role provides frontline technical support to travel-related processes, actively resolving client issues and escalating as needed to meet SLAs. It combines customer service excellence with knowledge of airline procedures to support flight schedules, bookings, check-in, baggage handling, and passenger support. The position also involves managing Frequent Flyer accounts and ensuring adherence to safety and company policies. 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 which include Security management system. What We're Looking For
- Strong customer service and conflict resolution skills.
- Multitasking and time management abilities.
- Attention to detail.
- Adaptability in a fast-paced environment.
- Fluency in English (spoken and written).
- Working knowledge of PC (MS Office) and comfort with AI-enhanced tools and digital platforms.
- Excellent listening skills.
- Team player.
- English proficiency: CEFR B2 or higher; preferred C1 for premium support.
- At least 1 year experience in customer service, preferably travel/hospitality.
- Ability to work flexible shifts, including nights, weekends, and holidays. Nice to Have
- CEFR B2+ English proficiency; C1 preferred for premium support.
- Familiarity with AI/Gen AI tools and AI-driven workflows in customer service environments. Compensation & Benefits
- Salary range not disclosed in posting.
- Benefits and perks not disclosed in posting.