Customer Support Agent

About the role

The Customer Support Agent serves as the primary point of contact for travelers, travel agents and Global Sales Agents (GSAs) regarding product and service inquiries, complaints, flight alerts and disruptions. The role ensures that all communications align with company standards and contributes to a positive customer experience.

Key responsibilities

• Respond to inquiries from multiple channels (calls, email, website, social media, chat, messaging apps).
• Provide accurate information on tickets, reservations, policies, ancillaries and onboard services.
• Assist with special bookings such as FAM trips, barter tickets, incentives and complimentary tickets, coordinating approvals as needed.
• Support travel agents with system issues, including account activation, user creation and password resets.
• Handle delayed, cancelled or disrupted flight cases, arrange alternate flights, accommodations and send alerts via SMS and email.
• Follow up with customers, agents and internal departments to ensure timely case resolution.
• Maintain relationships with other departments and contribute to customer surveys and service improvements.

Required profile

• High school diploma or equivalent; a bachelor’s degree is preferred.
• Minimum 2 years of experience in a similar customer service or call‑center role, preferably in travel or aviation.
• Fluent English communication skills.
• Proficient with technology systems and tools.

Required skills

• Microsoft Office