Customer Support Agent

This role serves as the primary point of contact for customers, travel agents, and GSAs regarding product and service inquiries, complaints, flight alerts, and disruptions across the airline’s network. The incumbent supports the monitoring of systems, identifies and resolves issues, and helps implement action plans aimed at boosting sales and enhancing the overall customer experience. Ensuring productivity aligns with established performance measures and company policies is a key aspect of this position.

Key Responsibilities

- Serve as the first point of contact for customers, travel agents, and GSAs, addressing inquiries, requests, complaints, and providing information in accordance with company standards.
- Support Contact Center teams by responding to inquiries received through multiple channels including phone calls, website, email, social media, online chat, and messaging apps.
- Assess customer and travel agent needs, directing them appropriately to ensure timely and satisfactory resolution of their cases. Follow up with all relevant parties as necessary.
- Provide accurate and up-to-date information on products and services such as policies, ticketing, reservations, ancillaries, and onboard offerings.
- Assist with special class bookings, including familiarization (FAM) trips, barter tickets, incentives, and complimentary tickets, ensuring compliance with policies and coordinating approvals with stakeholders.
- Support travel agents with system-related issues such as account activation/deactivation, user creation, and password resets, escalating problems when required.
- Manage cases involving delayed, cancelled, or disrupted flights by providing timely assistance on connections, alternative flights, and hotel accommodations for long transits, coordinating closely with Operations and Dispatch teams.
- Send flight disruption alerts and notifications via SMS and email to customers and stakeholders, and resolve misconnections by liaising with Operations and the Transfer Desk.
- Build and maintain effective relationships with internal departments and external stakeholders to secure necessary support.
- Stay informed on market trends in sales and customer service, conduct customer surveys when needed, and recommend improvements to enhance customer satisfaction.
- Perform additional duties as assigned by the Supervisor or Line Manager.

Required Qualifications

- High School diploma or equivalent is required; a Bachelor’s degree in a related field is preferred.
- Proficient in the use of technology systems and tools, including Microsoft Office.
- Fluent in English, with strong verbal and written communication skills.

Preferred Qualifications and Experience

- Minimum of 2 years’ experience in a similar customer service or support role within the service industry, preferably aviation.
- Strong communication skills with the ability to persuade and resolve problems effectively.
- Demonstrated ability to apply technical knowledge and interpersonal skills to achieve business objectives.
- Skilled at understanding customer needs and directing them appropriately.
- Capable of handling challenging situations such as complaints, angry customers, and special requests with professionalism.
- Ability to work extended hours and perform well under pressure.
- Proven track record of contributing to business strategies and meeting key performance indicators (KPIs).

This position offers an opportunity to work in a dynamic environment where customer satisfaction and operational efficiency are prioritized. The role demands a proactive approach, excellent communication skills, and the ability to manage multiple tasks effectively while maintaining a high standard of service.