Airline Customer Service Agent

CareCone Group; Kuala Lumpur; Presencial; MYR 42.000 - 72.000; Jornada completa

Descripción de la vacante

CareCone Group in Malaysia is seeking an airline customer support specialist to handle flight reservations, ticketing, cancellations, rebooking, and itinerary changes.

You will work with GDS platforms, provide excellent service, manage escalations, and meet SLAs while adapting to rotational shifts, weekends, and public holidays.

Formación

• Minimum 2-4 years of experience in the travel, airline, OTA or contact center industry.
• Proficiency in at least one GDS platform (Amadeus, Sabre, or Travelport).
• Experience handling airline-related queries: flight reservations, ticketing, cancellations, rebooking, and itinerary changes.
• Strong customer service, problem-solving and communication skills.
• Ability to manage customer complaints, escalations and service-related issues professionally.
• Knowledge of customer service quality standards, SLAs and performance targets.
• Good decision-making skills in a fast-paced environment.
• Proficiency in Microsoft Office applications (Excel, Outlook, Word, PowerPoint).
• Willingness to work rotational shifts, weekends and public holidays.

Responsabilidades

• Handle airline-related customer queries, flight reservations, ticketing, cancellations, rebooking, and itinerary modifications.
• Provide excellent customer service and resolve issues ensuring adherence to SLAs.
• Manage customer complaints and escalations professionally.
• Maintain knowledge of fare rules, refunds, and reissuances.

Conocimientos

GDS platforms

Airline reservations

Customer service

Problem solving

Communication

Herramientas

Amadeus

Sabre

Travelport

Excel

Descripción del empleo

Shift : Rotational Shifts/ Rotational Offs (24/7)

Required

• Minimum 2-4 years of experience in the travel, airline, online travel agency (OTA), or contact center industry.
• Proficiency in at least one GDS platform, such as Amadeus, Sabre, or Travelport.
• Experience handling airline-related customer queries, flight reservations, ticketing, cancellations, rebooking, and itinerary modifications.
• Strong customer service, problem-solving, and communication skills.
• Ability to manage customer complaints, escalations, and service-related issues professionally.
• Knowledge of customer service quality standards, SLAs, and performance targets.
• Good decision-making skills and the ability to work effectively in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
• Willingness to work rotational shifts, weekends, and public holidays as per business requirements.

Preferred Experience

• Hands-on experience in airline reservations, ticketing, travel operations, or OTA customer support.
• Knowledge of airline fare rules, ticket reissuance, refunds, and fare differences.
• Experience supporting North American or Canadian customers will be an advantage.