<h2>Roles and Responsibilities</h2><ul><li>Provide friendly, professional support to customers via phone, email, and online channels in a remote setting.</li><li>Assist travelers with flight information, booking changes, cancellations, and general account-related inquiries.</li><li>Deliver accurate guidance on travel policies, baggage rules, check-in procedures, and itinerary details.</li><li>Coordinate with internal teams to escalate and resolve complex customer issues efficiently.</li><li>Maintain up-to-date knowledge of airline systems, service standards, and current travel advisories.</li><li>Document customer interactions clearly, including requests, outcomes, and follow-up actions.</li><li>Support customers before and after travel by answering questions and helping resolve service disruptions.</li></ul><h2>Required Qualifications</h2><ul><li>Strong customer service experience or demonstrated ability to support customers in a fast-paced environment.</li><li>Excellent communication skills with the ability to explain details clearly and professionally.</li><li>Proven problem-solving ability, including evaluating options and choosing appropriate next steps.</li><li>Ability to work effectively within a team, follow processes, and collaborate across departments.</li><li>Comfort using customer support tools, booking/booking-management systems, and remote work technologies.</li><li>High attention to detail to ensure information accuracy and consistent service quality.</li><li>Ability to manage multiple requests while meeting service and response-time expectations.</li><li>Reliable internet connection, quiet workspace, and the ability to work remotely as scheduled.</li></ul><h2>Key Responsibilities</h2><ul><li>Handle inbound and outbound customer inquiries, ensuring timely and accurate responses.</li><li>Process modifications such as itinerary updates, seat requests, and schedule-related changes according to policy.</li><li>Resolve issues related to ticketing, refunds, rebooking, and passenger documentation requirements.</li><li>Identify patterns in customer concerns and communicate improvements to relevant stakeholders.</li><li>Escalate urgent or high-impact cases while keeping the customer informed throughout resolution.</li><li>Ensure all cases are logged with complete notes, proper categorization, and correct disposition.</li><li>Adhere to compliance and data privacy requirements while accessing and handling customer information.</li><li>Contribute to continuous improvement by following feedback, training, and evolving service procedures.</li></ul>