Customer Support Agent

About the role

The Customer Support Agent acts as the first point of contact for customers, travel agents and GSAs on product and service enquiries, complaints, flight alerts and disruptions across the network. The role also supports the Contact Center teams and helps resolve problems while keeping productivity in line with company policy.

Key responsibilities

• Handle enquiries, requests and complaints from calls, website, email, social media, online chat and messaging apps, and route customers to the right department.
• Provide accurate information on products, policies, tickets, reservations, ancillaries and onboard services.
• Assist with special class bookings (FAM trips, barter tickets, incentives, complimentary tickets) and coordinate approvals.
• Help travel agents with account activation/deactivation, user creation and password resets.
• Support delayed, cancelled and disrupted flights, including alternate flights and hotel accommodation for long transits, and send SMS and email alerts.
• Rectify misconnections and coordinate with Operations/Dispatch and the Transfer Desk.
• Run customer surveys, follow up on cases and recommend improvements based on market trends.

Required profile

• High school or diploma, or a bachelor's degree in a related field (preferred).
• 2+ years of customer service or support experience, preferably in aviation.
• Fluent English and effective communication skills.
• Ability to handle angry customers, complaints and special requests under pressure, and to work long hours.

Required skills

• Proficiency in Microsoft Office.
• Ability to use technology systems and tools.
• Problem-solving and cost-conscious approach.