Operations Customer Expert (Customer Service Representative)

2026-02-20T10:12:05+00:00

FULL_TIME

Professional Services

Customer Care

2026-03-06T17:00:00+00:00

8

Job Summary

This role includes technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including providing customer service and support via email, chat, and/or phone calls.

Job Details Work to create and manage flight bookings, including manual PNR creation, manual and automated pricing and repricing, e-ticket issuance, manual voids and cancellations, EMD creation, EMD pricing, EMD issuance, and manual refund calculations. Apply knowledge of ADM (Agency Debit Memo) and EMD issuance and avoidance. Manage queues. Act as a point of contact and source of knowledge for escalations. Suggest and modify suitable travel options that best suit the client’s needs. Engage in direct communication with clients via email, chat, and/or phone calls. Support B2B customers in their business travels. Liaise with suppliers and partners to resolve booking issues. Maintain high satisfaction standards and exceed customer expectations when managing bookings, queries, and requests. Resolve problems using established policies, procedures, and creative thinking when necessary. Proactively address and prevent potential issues before they arise. Stay up to date with new features and product launches.

Skills and Personality Traits Proven ability to provide an excellent customer experience. Ability to see the big picture and understand interconnected processes. Independent and mindful worker with high self-awareness. Strong critical thinking skills, especially in complex situations. Highly empathetic with strong customer understanding. Reliable, accountable, and able to take ownership. Process-oriented and detail-focused. Organized with strong prioritization skills.

Requirements At least 1 year of experience in customer care for the hospitality industry, including hotels, airlines, and travel agencies. Minimum of 2 years of experience in a customer care position covering multi-channel operations in a contact center environment. Minimum of 2 years of experience on booking flights, hotels, cars, and trains modules. Excellent communication skills in Business English, both spoken and written. Proven customer-facing experience delivering excellent service. Bachelor’s Degree preferred but not mandatory. Strong computer literacy including word processing, typing, and cloud-based applications.

JOB-699833756139a