Airline Customer Service Agent

Role: Process Assosciate

Location: Selangor

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

Work Location: Petaling Jaya ,Selangor

Duration: Permanent/Fulltime

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.