Position Summary
We are looking for a dedicated Customer Service Representative to join our Email Support team. You will serve as the voice, providing 5-star service to passengers worldwide. This role requires a perfect blend of professional writing skills, technical accuracy in flight bookings, and a genuine passion for helping travelers.
Key Responsibilities
- Passenger Correspondence: Handle inbound inquiries via email, providing personalized solutions for flight bookings, seat selections, and meal requests.
- Flight & Fare Management: Process re-bookings, cancellations, and flight changes according to airline fare rules and commercial policies.
- Travel Documentation: Guide passengers through international travel requirements, including visa rules, baggage allowances, and health protocols.
- Conflict Resolution: Professionally manage complaints regarding flight disruptions, delays, or lost baggage, turning negative experiences into positive outcomes.
- Loyalty Support: Assist members of our frequent flyer program with account management and points redemption.
Required Qualifications
Qualifications & Skills
- Education: Open to Fresh Graduates of any 4-year course. Degrees in Tourism, Hospitality, Communications, or Business are a significant advantage.
- Communication: Exceptional written English skills (grammar, spelling, and professional tone).
- Technical Aptitude: Tech-savvy and capable of learning complex Airline Reservation Systems (GDS like Amadeus or Sabre) during the training period.
- Detail-Oriented: Ability to handle passenger information and flight codes with 100% accuracy.
- Attitude: A proactive learner with a strong “can-do” attitude and a passion for the travel and aviation industry.
Work Environment
- Shifts: Availability to work in a 24/7 rotating shift environment (including weekends and holidays).
- Performance: Ability to meet response-time targets (SLAs) while maintaining high customer satisfaction scores.
- Standards: Adherence to premium hospitality standards and strict response-time targets (SLAs).