Airline Customer Service Agent - Delhi

Job Title: Airline Customer Service Agent

Location: India

Employment Type: Full-time

Client Name: Fly Journey Aviation

About the Role

The Airline Customer Service Agent serves as the primary point of contact for passengers, delivering exceptional support across multiple communication channels. This role focuses on resolving customer inquiries efficiently while ensuring a positive travel experience aligned with airline policies and service standards.

Roles & Responsibilities

Provide professional, timely, and efficient assistance to customers via phone, email, and chat for airline-related inquiries, bookings, and travel concerns.

Handle passenger complaints with patience and empathy, ensuring high levels of customer satisfaction and retention.

Manage ticket reservations, changes, cancellations, and refunds in compliance with company policies and procedures.

Guide customers on airline policies, travel documentation requirements, baggage rules, and fare conditions.

Coordinate with internal departments to fulfill special customer requirements, including assistance for passengers with disabilities or special baggage (., sports equipment).

Support customers during irregular operations such as flight delays, cancellations, or diversions by offering accurate information and alternative travel options.

Monitor customer feedback and industry trends to suggest service improvements and enhance customer experience.

Maintain confidentiality and follow security, fraud prevention, and customer verification protocols.

Key Responsibilities

Act as the primary point of contact for flight bookings, status updates, and travel-related assistance.

Identify and assess customer needs to deliver effective solutions and improve service efficiency.

Collaborate with team members in a virtual work environment to ensure seamless service delivery.

Participate in training sessions, team meetings, and feedback discussions to stay updated on airline products and industry standards.

Share insights with management regarding recurring customer issues and potential service enhancements.

Maintain a friendly, professional, and supportive tone in all customer interactions, reinforcing the airline’s brand values.

Required Qualifications

High school diploma or equivalent (college degree preferred).

Prior experience in customer service; experience in the airline or travel industry is an advantage.

Excellent verbal and written communication skills with strong listening abilities.

Proven problem-solving skills with the ability to remain calm and effective under pressure.

Familiarity with airline reservation systems or similar software is a plus.

Strong multitasking skills with the ability to work independently in a remote environment.

Willingness to work flexible schedules, including evenings, weekends, and holidays.

ATS Link:

• Experience

  0 - 1 Years

• No. of Openings

  1

• Education

  Graduate

• Role

  Customer Care Agent

• Industry Type

  Aviation / Airline / Aerospace

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Home