Customer Service Agent

About the Org

We're adventure seekers. Smile givers. Impact makers.

We're TUI, a leading global travel and leisure experience company counting 1200 travel agencies, five airlines with around 130 planes, over 400 hotels, 16 cruise liners, various digital platforms for leisure activities, and most importantly over 60,000 brilliant colleagues worldwide. Our passion is making holiday dreams come true for our 21 million customers.

TUI - Airline Holidays, based in Kuala Lumpur / Bangsar, is a fully-owned subsidiary of TUI Group providing end-to-end holiday package solutions for some of the world's best airlines. Offering holiday packages, event tickets, hotels, tours and more globally under the airline brand, we are continuously growing our airline partners and offerings for our customers.

Job Tittle : Customer Service Agent

Reports to : Customer Service Lead

Summary of the Role:

This role is responsible for delivering high-quality operational and system support to airline partners, acting as a primary point of contact for service requests, incident management, and escalations. The role ensures smooth day-to-day operations while contributing to platform stability, process improvement, and partner satisfaction.

Key Responsibilities :

Airline & Customer Support

Deliver excellent customer service to airline holidays customers through multiple communication channels (phone, email).

Support customer requests including system usage, issue resolution, escalations to technology teams, and partners.

Take ownership of operational queries, system issues, and customer concerns through to resolution.

Incident & Problem Management

Proactively detect, analyse, diagnose, and resolve incidents to minimise business and customer impact.

Act as the single point of contact during major incidents, managing end-to-end communication and coordination.

Identify and communicate workaround solutions to reduce operational disruption.

Analyse functional incidents and contribute to root cause analysis and post-incident reviews.

Performance & Accountability

Meet individual KPIs and contribute to overall team performance targets.

Maintain accurate documentation and clear communication throughout issue resolution cycles.

Skills/Experience/Qualifications

Minimum 1 year of airline GDS experience in reservations and ticketing (Amadeus, Sabre, Galileo, SITA, or equivalent).

Excellent verbal and written communication skills.

Strong customer-centric mindset with problem-solving capability.

Proficient in English and Bahasa (spoken and written).

Willingness to work rotational shifts, including nights, weekends, and public holidays, as airline operations run 24/7.