Travel Consultant

AERTICKET GLOBAL SERVICES SDN BHD; Bayan Lepas; On-site; MYR 33,000 - 56,000; Full time

Job summary

AERTICKET GLOBAL SERVICES SDN BHD is seeking a customer service professional to handle inquiries across phone, email, live chat, and social media. You will provide accurate information on travel services, manage the full booking lifecycle, and arrange flights, accommodation, tours, car hire, and visas where applicable.

You will also plan complex itineraries and follow up on sales leads with tailored, cost-effective solutions.

Responsibilities

• Handle all customer enquiries via phone, email, live chat, and social media.
• Provide accurate information and advice on travel services, policies, and procedures.
• Manage bookings and reservations from enquiry to final confirmation.
• Amend or cancel reservations and communicate changes clearly.
• Organise complete travel arrangements including flights, accommodation, tours, and visas.
• Plan complex itineraries with tailored solutions and competitive pricing.
• Follow up on new sales leads through outbound calls and lead follow-ups.
• Offer cost-effective alternatives when flights or accommodations are unavailable.
• Handle last-minute changes, reroutes, and ticket reissues via ATC or manually.
• Assist with travel documents, insurance, and visa requirements.
• Resolve disruptions, delays, and complaints professionally and calmly.
• Support sales and marketing teams with product-related queries.
• Contribute to marketing strategies by gathering client feedback and insights.
• Maintain up-to-date knowledge of client Travel & Accommodation Policies.
• Attend product and skills training sessions to improve service delivery.
• Follow company policies, procedures, and daily routines; adapt to flexible hours.

Skills

Customer service

Communication

Team player

Attention to detail

Multitasking

Time management

Job description

• Handle all customer enquiries (direct customers, travel agents, corporate accounts) via phone calls, emails, live chat, and social media platforms.
• Ensure all communications are responded to promptly, professionally, and efficiently.
• Provide accurate information and advice regarding travel services, including products, policies, and procedures.
• Booking & Reservation Management
• Manage the entire booking process, from initial enquiry to final confirmation.
• Amend or cancel reservations upon customer request, ensuring all changes are clearly communicated and accurately processed.
• Organise complete travel arrangements, including flights, accommodation, tours, car hire, and visas when applicable.
• Plan complex itineraries with competitive pricing and tailored solutions.
• Proactively follow up on new sales leads through outbound calls and lead follow-ups, as required.
• Provide cost-effective alternatives for unavailable flights or accommodations.

Operational Support

• Handle last-minute changes, urgent reroutes, and ticket reissues either manually or via airline ticketing systems (e.g., ATC).
• Offer advice and assistance on travel documentation, insurance, and visa requirements.
• Manage travel disruptions, delays, and complaints in a calm, efficient, and professional manner.
• Process refunds or escalations where necessary.

Team & Administrative Duties

• Assist team members during absences or high-volume periods.
• Support sales and marketing teams with product-related queries.
• Contribute to the company's marketing strategy by collecting customer feedback and insights.
• Maintain up-to-date knowledge of client Travel & Accommodation Policies and adhere to them.
• Attend product and skills training sessions to improve service delivery.
• Conduct competitor analysis to support business growth.
• Maintain a positive, professional attitude and uphold the company's commitment to quality service.
• Contribute to a pleasant and productive work environment by taking part in daily team routines and tasks.
• Suggest process improvements and identify opportunities for operational efficiency.
• Managing last-minute changes, urgent reroutes and reissues via ATC or manually
• Providing cost effective alternative options if flights/accommodation are full.
• Provide advice on travel documents, insurance and visas, when necessary
• Deal with any client's travel issues (delays etc), complaints or refunds in a positive manner, when required
• Collect data / information from the client to assist in company's marketing strategies
• To be familiar with clients Travel and Accommodation Policies and to adhere, where possible, to set guidelines
• To accept and practice total quality commitment to the mutual benefit of the Company and its customers.
• Follow all company policies and procedures consistently.
• Commitment to working flexible hours, including weekends and public holidays, on a shift rotation basis.
• A team player with a positive attitude and strong interpersonal skills.
• Ability to work well under pressure in a fast-paced environment.
• Excellent communication and customer service skills.
• Attention to detail and the ability to manage multiple tasks efficiently.
• Work as a team, working within the company structure
• To seek to identify any potential opportunities which would benefit the operation and or the administration of the Company and/or its employees
• To partake in the day-to-day incidentals required to maintain a pleasant work environment.
• Follow company procedures on a daily basis
• To be flexible in the office environment.
• Any task as assign as time to time by company.
• Attend product training to enhance knowledge when necessary
• Assisting with colleague's workloads whilst they are out of the office.
• Assist both sales and marketing teams with all product related queries.
• Carrying out competitor analysis.
• Be flexible with work tasks and support any additional duties as assigned by management.