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. Ensuring productivity aligns with company policies and performance measures is a key aspect of this role.

Key Responsibilities

- Act as the first contact for customers, travel agents, and GSAs by handling inquiries, requests, complaints, and providing information in accordance with company standards.
- Support Contact Center teams by responding to inquiries received through various channels such as 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 all parties involved as necessary.
- Provide accurate and detailed information about products and services, including policies, ticketing, reservations, ancillaries, and onboard offerings.
- Assist with special class bookings related to familiarization (FAM) trips, barter tickets, incentives, and complimentary tickets, ensuring compliance with policies and coordinating approvals with relevant stakeholders.
- Support travel agents with system-related issues such as account activation/deactivation, user creation, and password resets, escalating problems when required.
- Handle cases involving delayed, cancelled, or disrupted flights professionally and promptly, including inquiries about connections, alternate flight availability, and hotel accommodations for long transits. Coordinate with Operations and Dispatch teams for necessary adjustments and approvals.
- Manage the distribution of flight disruption alerts and notifications via SMS and email to customers and stakeholders, resolving misconnections by liaising with Operations and the Transfer Desk.
- Build and maintain effective relationships with internal departments and external stakeholders to ensure collaboration and support when needed.
- 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; a Bachelor’s degree in a related field is preferred.
- Proficient in the use of technology systems and tools, including Microsoft Office applications.
- Fluent in English, both written and spoken.

Preferred Qualifications and Experience

- Minimum of 2 years’ experience in a similar customer service or support role, ideally within the aviation or service industry.
- Strong communication skills with the ability to handle diverse customer interactions effectively.
- Cost-conscious mindset combined with persuasive and problem-solving abilities.
- Technical expertise and interpersonal skills to implement initiatives and meet objectives.
- Ability to understand customer needs and direct them appropriately.
- Skilled in managing difficult situations, including handling complaints and special requests with professionalism.
- Capacity to work extended hours and perform well under pressure.
- Demonstrated ability to contribute to business strategy and achieve key performance indicators (KPIs).

This position offers the opportunity to play a vital role in delivering exceptional customer service and supporting operational excellence within a dynamic aviation environment.