As an Airline Customer Service Representative, you will be the primary point of contact for passengers, providing assistance and ensuring a positive experience throughout their journey. This role involves addressing inquiries, resolving issues, and facilitating smooth travel processes. The ideal candidate should possess excellent communication skills, problem-solving abilities, and a strong commitment to delivering exceptional customer service.
Key Responsibilities:
Passenger Assistance:
Assist passengers with ticketing, reservations, and check-in processes.
Provide information on flight schedules, boarding procedures, and baggage policies.
Issue Resolution:
Address and resolve customer inquiries, concerns, and issues in a timely and effective manner.
Handle disruptions to travel plans, such as flight delays or cancellations, with empathy and professionalism.
Booking and Reservation Management:
Process bookings, changes, and cancellations in the airline's reservation system.
Assist passengers in finding alternative flight options when necessary.
Baggage Services:
Provide guidance on baggage allowances and assist with lost or delayed baggage issues.
Coordinate with relevant departments to track and locate missing luggage.
Communication:
Communicate flight updates, announcements, and other relevant information to passengers.
Notify passengers of any changes to their travel plans and assist with rebooking when needed.
High school diploma or equivalent; additional education or certification in aviation or customer service is a plus.
Previous customer service experience, preferably in the airline or travel industry.
Excellent communication and interpersonal skills.
Familiarity with airline reservation systems and basic computer proficiency.
Ability to handle stressful situations with composure and empathy.
Flexibility to work in shifts, including weekends and holidays.
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