Customer Service - Travel Industry

Key Responsibilities
Handle customer inquiries through email, live chat, and call center platforms

Manage flight bookings, ticket changes, cancellations, and refund requests

Resolve post-travel issues such as baggage claims, service complaints, and compensation requests

Provide accurate information on flight schedules, fare rules, and airline policies

Process rebooking and rerouting for disrupted flights (delays, cancellations, missed connections)

Coordinate with internal departments (operations, ticketing, baggage services, and finance) to resolve customer cases

Maintain detailed case records and ensure timely follow-up and closure of customer issues

Ensure compliance with airline policies, aviation regulations, and service standards

Support loyalty program inquiries and customer account management

Identify recurring issues and escalate trends to improve service processes

Key Skills and Competencies
Strong written and verbal communication skills

High attention to detail in handling bookings, refunds, and documentation

Problem-solving ability with a structured and customer-focused approach

Ability to manage high volumes of inquiries efficiently

Emotional intelligence when handling complaints and sensitive cases

Proficiency in multitasking across systems and platforms

Team-oriented with the ability to coordinate across departments

Qualifications and Requirements
SPM or Diploma or Bachelor’s degree in Business, Aviation, Hospitality will be advantage or related field is open

Experience in customer service, preferably in airlines, travel agencies, or contact centers

Familiarity with airline reservation systems (e.g., Amadeus, Sabre) is an advantage

Proficiency in English; additional languages are a plus

Strong computer literacy and ability to work with CRM/ticketing systems