Contact Center Agent

Job Purpose

To handle inbound calls and digital inquiries by providing accurate information about the airline’s products and services. The role involves processing flight and holiday reservations, handling booking modifications and cancellations, promoting ancillary services, and ensuring all customer interactions are accurately updated in the system while maintaining service productivity in line with KPIs and company policies.

Key Result Responsibilities

• Receive and respond to inbound customer and agent calls, providing accurate information on flights, holiday packages, visa services, and other travel-related products.
• Offer clear and comprehensive information on airline products, services, promotions, and travel guidelines.
• Process new flight, hotel, and holiday package bookings, as well as booking modifications, cancellations, and refunds, following company policies and procedures.
• Actively promote and upsell ancillary services such as extra baggage, seat selection, insurance, visa assistance, and other add-ons to enhance customer experience and increase revenue.
• Manage customer complaints with professionalism, providing timely resolutions or escalating cases as appropriate.
• Monitor and respond to emails related to bookings, passenger queries, refunds, date changes, and agent inquiries, escalating priority cases when necessary.
• Accurately log and update all customer interactions, bookings, modifications, and escalations in the reservation and customer management systems in real time, ensuring data accuracy and completeness.
• Ensure all calls and service requests are handled efficiently, adhering to set turnaround times (TAT) and maintaining quality standards.
• Consistently meet daily call handling, service quality, and revenue generation targets as per assigned KPIs.

Qualifications (Academic, Training, Languages)

• Diploma/degree in Travel & Tourism or related field is preferred OR Minimum 12th Standard pass with IATA foundation course certificate (or equivalent) is mandatory.
• Proficient in Microsoft Office applications and basic computer operations.
• Flexible to work in rotational shifts, including weekends and holidays.
• Good verbal and written communication skills in English; additional languages are an asset.
• Proven ability to handle calls, emails, system-based transactions, complex bookings, and customer complaints.
• Operational awareness of airline product offerings, ticketing rules, and travel documentation.
• Strong customer service and problem-solving abilities with attention to detail.
• Sales-oriented with demonstrated upselling and revenue-generating capabilities.
• Positive, collaborative attitude with the ability to support and guide peers

Work Experience

• Upto 2 years of relevant experience in a customer service, call center, or travel services environment, preferably within the airline or travel industry.
• Experienced in using airline reservations systems/ customer management systems is mandatory.