Travel Experience Architect

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

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.