Contact Centre Agent People Dynamics

Job Purpose

Provide excellent customer service to customers contacting the Contact Centre via phone, email, chat, or other digital channels. Ensure customer satisfaction while supporting sales and service operations.

Key Responsibilities

• Respond to customer queries through phone, email, chat, and social media.

• Create and modify reservations and provide accurate fare information.

• Issue, reissue, and process ticket refunds.

• Promote, up-sell, and cross-sell company products and services.

• Assist customers with website navigation and online bookings.

• Support loyalty program services including booking changes and reward point management.

• Perform fraud prevention checks and maintain required reports.

• Escalate complex issues to senior team members when required.

Qualifications & Experience

• High School Diploma with at least 1 year of relevant experience, or

• Bachelor’s Degree (no prior experience required).

• Experience with Global Distribution Systems (GDS) such as Amadeus is preferred.

• IATA or Airline Tariff Course is an advantage.

Skills

• Excellent communication skills in English (additional languages preferred).

• Good customer service and problem-solving skills.

• Basic knowledge of airline reservations and world geography is an advantage.