Customer Service Representative

Job Description

The Customer Service Representative provides professional assistance to passengers and customers throughout their travel journey. The role involves responding to enquiries, resolving service issues, and providing information about flights, bookings, baggage, and travel procedures. The representative must remain calm and helpful when dealing with complex or time-sensitive customer situations. Excellent communication and problem-solving skills are important for maintaining a positive customer experience.

Key Responsibilities:

Respond to customer enquiries through appropriate service channels.
Assist customers with flight bookings, changes, cancellations, and travel information.
Provide accurate information regarding schedules, fares, baggage, and airport procedures.
Handle customer complaints and service issues professionally.
Support passengers during delays, disruptions, cancellations, and other travel situations.
Record customer interactions and maintain accurate service documentation.
Coordinate with airport, reservations, baggage, and other operational teams.
Follow company customer-service procedures and service standards.
Protect customer information and follow applicable privacy requirements.
Identify recurring customer issues and communicate feedback to management.