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 position involves monitoring systems, identifying and resolving issues, and supporting the execution of action plans aimed at boosting sales and enhancing the overall customer experience. The incumbent ensures that productivity aligns with established measures and complies with company policies and procedures.

Key Responsibilities

- Act as the first contact for customers, travel agents, and GSAs by handling inquiries, requests, complaints, and providing accurate 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 applications.
- Assess customer and travel agent needs, directing them appropriately to ensure timely and satisfactory resolution of their cases. Follow up with relevant internal departments as needed.
- Provide detailed and accurate information about products and services such as policies, ticketing, reservations, ancillaries, and onboard offerings.
- Assist in managing special class bookings related to familiarization (FAM) trips, barter tickets, incentives, and complimentary tickets, ensuring adherence to policies and coordinating approvals with stakeholders.
- Support travel agents with system-related issues, including account activation/deactivation, user creation, and password resets, escalating problems when necessary.
- Handle cases involving delayed, cancelled, or disrupted flights professionally and promptly, addressing connection inquiries, alternate flight availability, and hotel accommodations for long transits. Coordinate with Operations and Dispatch for necessary changes and approvals.
- Send flight disruption alerts and notifications to customers and stakeholders via SMS and email; resolve misconnections by liaising with Operations and the Transfer Desk.
- Develop and maintain effective relationships with internal departments and external stakeholders to ensure collaboration and support.
- Stay informed about market trends in sales and customer service, conduct customer surveys as required, and recommend improvements to enhance performance and 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.
- Proficiency in using technology systems and tools, including Microsoft Office.
- Fluency in English is essential.

Preferred Qualifications and Experience

- A minimum of 2 years’ experience in a similar customer service or support role, preferably within the aviation industry.
- Strong communication skills with the ability to engage effectively with customers and internal teams.
- Cost-conscious mindset combined with persuasive and problem-solving abilities.
- Technical expertise and interpersonal skills to implement new initiatives and meet objectives.
- Ability to understand customer needs and direct inquiries appropriately.
- Skilled at identifying issues and responding promptly to various situations, including handling complaints and special requests.
- Capacity to work extended hours and perform well under pressure.
- Demonstrated ability to contribute to business strategies and consistently achieve key performance indicators (KPIs).

This position offers the opportunity to play a vital role in enhancing customer satisfaction and operational efficiency within a dynamic aviation environment.