Customer Service Agent

About the role

The Customer Service Agent will be the first point of contact for passengers, assisting them with ticket sales, bookings, and flight changes while ensuring a smooth travel experience. This role requires delivering professional service during normal operations as well as during disruptions such as cancellations or delays.

Key responsibilities

• Assist passengers with ticket sales, bookings and flight changes, explaining relevant rules, terms and conditions.
• Provide support during flight disruptions, cancellations and other irregularities.
• Handle and safeguard confidential information in accordance with company policies.
• Address customer complaints promptly and professionally.
• Escalate complex issues to the on‑duty supervisor.
• Deliver consistent, high‑quality customer service at all times.

Required profile

• Grade 12 or equivalent qualification.
• Previous experience in airport operations or ticket sales.
• Willingness to work weekends, public holidays and flexible shifts.
• Good computer literacy and proficiency with Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal English communication, including proper phone etiquette.
• Strong conflict‑resolution abilities and ability to work under pressure.

Required skills

• Microsoft Office (Word, Excel, Outlook)