Customer Support & Travel Booking Agent

About the role

Mada Trips is hiring Customer Support and Travel Booking Agents to handle customer inquiries, manage travel bookings and assist clients with flights, hotels, travel packages and other travel services. The ideal candidate is responsive, detail-oriented and comfortable working with customers in a fast-paced travel environment.

Key responsibilities

• Respond to customer inquiries via WhatsApp, phone, email and other channels.
• Search, quote, book, modify and cancel flight tickets.
• Assist customers with hotel reservations, travel packages and other travel services.
• Handle booking changes, refunds, cancellations and customer complaints.
• Provide accurate information on fares, baggage allowances, travel requirements and booking conditions.
• Coordinate with airlines, hotels and other travel suppliers to resolve customer requests.
• Maintain accurate booking records and follow up with customers until issues are resolved.
• Support sales by converting customer inquiries into confirmed bookings.

Required profile

• Previous experience in travel agency operations, ticketing, reservations or customer support preferred.
• Strong written and verbal communication skills in English and Urdu.
• Ability to work under pressure and manage time-sensitive bookings.
• Willingness to work flexible hours or shifts as required.

Required skills

• Good computer skills and ability to manage multiple customer conversations.
• IATA training or certification is a plus; experience with Amadeus, Sabre, Galileo or other GDS systems is a strong advantage.
• Familiarity with international airline ticketing, fare rules, reissuance and refunds.
• Knowledge of Saudi Arabia, GCC and international travel markets.