Customer Support Agent

About the role

The Customer Support Agent acts as the primary point of contact for customers, travel agents and GSAs, handling inquiries, complaints, flight alerts and disruptions across the network. The role supports multiple communication channels and ensures a high level of service in line with company standards.

Key responsibilities

• Respond to customer, travel agent and GSA inquiries via calls, email, website, social media, online chat and messaging applications.
• Assess needs, direct cases to the appropriate department and ensure timely, satisfactory resolution.
• Provide accurate information on products, services, policies, tickets, reservations and ancillary offerings.
• Assist with special bookings, system account management, and password resets.
• Handle delayed, cancelled or disrupted flight cases, coordinate with operations, and send alerts via SMS and email.
• Maintain relationships with internal stakeholders and conduct customer surveys to improve performance.

Required profile

• High School Diploma or equivalent; Bachelor’s degree preferred.
• Minimum 2 years of experience in customer service or support, preferably in aviation.
• Fluent English communication skills and ability to work under pressure.
• Strong problem‑solving, persuasive and cost‑oriented mindset.

Required skills

• Proficient in Microsoft Office.
• Capable of using technology systems and tools.