The Customer Service Agent is a seasoned professional responsible for delivering top-tier customer service and providing expert support in bookings amendments and airline scheduled changes. This role plays a crucial part in ensuring customer satisfaction and resolving complex issues related to travel reservations.

Job Description

Customer Support: Provide exceptional and expert-level customer service support, addressing inquiries, concerns, and issues with a high degree of professionalism and expertise.

Bookings Amendments: Proficiently handle bookings amendments, modifications, and changes, ensuring accuracy and compliance with airline policies and procedures.

Airline Scheduled Changes: Expertly manage and navigate airline scheduled changes, proactively notifying customers, and offering suitable alternatives when necessary.

Issue Resolution: Resolve complex customer issues related to bookings, amendments, and scheduled changes, ensuring swift and effective problem resolution.

Tier 2 Support: Serve as a Tier 2 support resource, assisting Tier 1 agents with escalated customer inquiries and providing guidance and solutions.

Quality Assurance: Maintain high standards of service quality, adhering to company policies and ensuring that all interactions meet or exceed customer expectations.

Product Knowledge: Stay updated on the latest travel products, services, and industry trends to provide customers with accurate and relevant information.

Documentation: Maintain comprehensive records of customer interactions, actions taken, and resolutions achieved in the companys customer support systems.

Cross-Functional Collaboration: Collaborate with other departments, including reservations, ticketing, and operations, to facilitate seamless customer experiences.

Requirements

Bachelors degree in a related field is preferred.

2-3 years of experience in customer service support within the travel industry, with a focus on bookings amendments and airline scheduled changes.

Proven experience as a Ticketing and Reservation Agent with proficiency in GDS Amadeus, Sabre, and Galileo.

Strong expertise in navigating airline reservation systems and processes.

Excellent problem-solving and communication skills.

Ability to work under pressure and handle complex customer issues with composure.

Proven track record of delivering exceptional customer service.

Detail-oriented and highly organized.

Knowledge of local and international travel regulations and requirements.