Customer Service Representative

Job Description

The Customer Service Representative provides professional assistance to passengers and customers before, during, and after their travel journey. The role involves handling inquiries related to bookings, flights, baggage, schedules, travel policies, and other airline services. The representative works to resolve customer concerns efficiently while maintaining a positive and professional experience. The position requires strong communication, problem-solving, and customer-handling skills.

Key Responsibilities:

Respond to customer inquiries through appropriate service channels.
Assist passengers with flight bookings, changes, cancellations, and rebooking requests.
Provide accurate information about flight schedules, fares, baggage, and travel policies.
Handle customer complaints and service issues professionally and efficiently.
Support passengers affected by flight delays, cancellations, or other travel disruptions.
Record customer interactions, complaints, requests, and resolutions accurately.
Coordinate with airport operations, reservations, baggage, and other relevant departments.
Follow established customer-service procedures and airline policies.
Identify recurring customer issues and communicate feedback to management.
Maintain professional communication and contribute to a positive passenger experience.