About This Role
The Customer Service Executive will be responsible for delivering high-quality support across airline operations and travel insurance services. This role requires strong knowledge of airline systems, the ability to manage customer interactions efficiently, and a commitment to providing exceptional service standards.
Responsibilities
- Operate Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo to manage bookings
- Retrieve, update, and manage Passenger Name Records (PNRs)
- Process ticketing activities including cancellations, reissuances, and date changes in accordance with fare rules
- Resolve customer queries related to flight bookings, schedules, and disruptions
- Provide accurate information on travel insurance products, including coverage, benefits, and exclusions
- Assist customers with policy issuance, claims procedures, refunds, and emergency assistance
- Address and resolve insurance-related inquiries in a timely and professional manner
- Deliver consistent, high-quality service across all customer touchpoints (voice, email, or chat)
- Handle customer concerns and escalations with professionalism and empathy
- Maintain service quality standards and adhere to defined processes and SLAs
- Ensure accurate documentation and timely resolution of customer interactions
Requirements
- Mandatory hands-on experience with airline/GDS systems (Amadeus, Sabre, or Galileo)
- Strong understanding of airline ticketing, fare rules, and PNR management
- Working knowledge of travel insurance products and processes
- Excellent verbal and written communication skills in English
- Strong analytical and problem-solving abilities with attention to detail
- Ability to manage multiple tasks in a fast-paced, customer-centric environment
- Minimum 1 year of relevant experience in customer service, preferably within airline, travel, or insurance domains
- Flexibility to work in a 24/7 rotational shift environment
- Willingness to work on weekends and public holidays as per business needs
- Ability to adapt to dynamic operational requirements
Nice to have:
- Bachelor's degree or equivalent qualification in any discipline
Important Details
- Work schedule: 6-day work week with rotational week-offs (as per process requirements)
- Shifts: 24/7 rotational, including nights, weekends, and public holidays
