Contact Center Agent

Job Purpose

This role is responsible for managing incoming calls and digital inquiries by delivering accurate details regarding the airline's products and services. Key duties include processing flight and holiday reservations, handling amendments and cancellations, promoting additional services, and ensuring all customer interactions are accurately logged into relevant systems while maintaining productivity aligned with company KPIs and policies.

Key Responsibilities

• Answer inbound calls from customers and agents, providing clear and precise information about flights, holidays, visa services, and travel-related offerings.
• Communicate comprehensively about the airline’s products, promotions, and travel guidelines.
• Handle new bookings for flights, hotels, and holiday packages, as well as modifications, cancellations, and refunds, in compliance with company procedures.
• Proactively promote and upsell ancillary services such as excess baggage, seat selections, travel insurance, visa assistance, and other add-ons to enhance customer satisfaction and generate additional revenue.
• Address customer complaints professionally, offering timely solutions or escalating issues as required.
• Manage email communications concerning bookings, passenger inquiries, refunds, date changes, and agent requests, prioritizing and escalating urgent cases when necessary.
• Precisely record and update all customer interactions, bookings, changes, and escalations in reservation and customer management systems in real-time to ensure data accuracy.
• Ensure efficient handling of all calls and service requests, meeting established turnaround times and quality benchmarks.
• Consistently achieve daily targets for call handling, service quality, and revenue generation according to assigned KPIs.

Qualifications and Skills

• Diploma or degree in Travel & Tourism or related fields preferred; however, completion of 12th Standard accompanied by an IATA foundation course certificate (or equivalent) is mandatory.
• Competent in Microsoft Office and basic computer skills.
• Willingness to work flexible rotational shifts, including weekends and holidays.
• Good verbal and written English communication skills; proficiency in additional languages is advantageous.
• Demonstrated experience managing calls, emails, system transactions, complex booking procedures, and handling customer complaints.
• Understanding of airline product offerings, ticketing policies, and travel documentation requirements.
• Strong customer service mindset, problem-solving skills, and meticulous attention to detail.
• Sales-driven approach with proven ability to upsell and contribute to revenue growth.
• Positive and cooperative attitude with the capability to support colleagues effectively.

Experience

• Up to two years of relevant experience in customer service, call center operations, or travel service roles, ideally within the airline or travel industry.
• Mandatory experience using airline reservation and customer management systems.