Contact Center Agent

Responsibilities

• Receive and respond to inbound customer and agent calls regarding flights, holiday packages, and visa services
• Process new bookings, modifications, cancellations, and refunds in accordance with company policies
• Actively promote and upsell ancillary services such as extra baggage, seat selection, and insurance to increase revenue
• Manage customer complaints professionally, providing timely resolutions or escalating as necessary
• Monitor and respond to digital inquiries via email related to passenger queries and agent requests
• Accurately log and update all customer interactions and booking details in the reservation management system in real time
• Meet daily call handling, service quality, and revenue generation targets as per assigned KPIs

Requirements

• Minimum 12th Standard pass with an IATA foundation course certificate (or equivalent)
• Diploma or degree in Travel & Tourism or a related field is preferred
• Proven experience using airline reservation systems or customer management systems
• Up to 2 years of relevant experience in a customer service, call center, or travel services environment
• Proficiency in Microsoft Office applications and basic computer operations
• Strong verbal and written communication skills in English
• Ability to work rotational shifts, including weekends and holidays

Preferred Qualifications

• Experience specifically within the airline or travel industry
• Multilingual capabilities (additional languages are an asset)
• Demonstrated sales-oriented mindset with successful upselling experience