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 entire network. The incumbent supports monitoring systems, identifies and resolves issues, and assists in executing action plans aimed at increasing sales and enhancing the overall customer experience. The position ensures that productivity aligns with established performance measures and complies with the company’s policies and procedures.

Key Responsibilities

- Serve 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 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 customers, travel agents, and internal departments as required.
- Provide accurate and up-to-date information about products and services, including policies, ticketing, reservations, ancillaries, and onboard offerings.
- Assist with special class bookings such as 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, including account activation/deactivation, user creation, and password resets, escalating unresolved matters to appropriate teams.
- Manage cases involving delayed, cancelled, or disrupted flights by providing timely assistance regarding connections, alternate flight availability, and hotel accommodations for long transits. Coordinate necessary changes and approvals with Operations and Dispatch teams.
- Distribute flight disruption alerts and notifications to customers and stakeholders via SMS and email, and work with Operations and Transfer Desk to resolve misconnections caused by cancellations, delays, or early departures.
- Build and maintain effective relationships with other departments and stakeholders to ensure collaboration and support when needed.
- Stay informed about market trends in sales and customer service, conduct customer surveys as required, and propose 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 using technology systems and tools, including Microsoft Office applications.
- 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, preferably within the aviation or service industry.
- Demonstrated effective communication, persuasive, and problem-solving skills.
- Ability to apply technical knowledge and interpersonal skills to implement initiatives and achieve business objectives.
- Skilled in understanding customer needs and directing them appropriately.
- Capable of handling challenging situations such as complaints, angry customers, and special requests with professionalism and promptness.
- Able to work extended hours and perform well under pressure.
- Proven ability to contribute to business strategy and meet key performance indicators (KPIs).

This position offers the opportunity to engage directly with customers and stakeholders while playing a vital role in maintaining service quality and operational efficiency within a dynamic aviation environment.