Call Centre Agent (Senior Associate) – Airlines Night Shift

About the role

Join a dynamic, high‑energy call centre supporting airline passengers and travel agents during night‑shift hours. You will be the friendly voice that helps travellers navigate bookings, changes, disruptions and general flight information, turning each interaction into a smooth, first‑class experience.

Key responsibilities

• Provide exceptional customer service for a wide range of travel‑related enquiries, including bookings, upgrades, baggage queries and flight information.
• Manage and resolve disruptions such as cancellations, delays and re‑bookings, ensuring a positive outcome for customers.
• Act as a knowledgeable expert on airline reservation systems and travel platforms, offering proactive support to passengers and travel partners.
• De‑escalate concerns, resolve conflicts and build trust while maintaining a calm, professional demeanor in a fast‑paced environment.
• Identify and promote additional services or upgrades to enhance the customer journey and support revenue growth.
• Accurately capture passenger information and interaction records to ensure seamless travel experiences.
• Contribute to a collaborative, safety‑focused, high‑performing airline support team.

Required profile

• Passion for delivering excellent customer service and creating positive experiences.
• Strong communication skills with the ability to listen, empathise and respond effectively.
• Solid numerical and analytical abilities for handling billing‑related queries.
• Exceptional multitasking capability, including efficient typing and system navigation.

Required skills