The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Handle inbound and outbound calls from any part of the globe.
• Process general reservations, changes, refunds to passengers, and answer general airline and reservation queries.
• Handle mileage plus reservations and queries.
• Perform service recovery for mistakes or errors by taking corrective action or involving a supervisor.
• Ensure accurate documentation of customer profiles/reservations.
• Handle customer complaints and provide first‑time resolution.
• Stay updated, aware of, and compliant with all company policies and procedures, including Information Security Management Systems.
• Maintain confidentiality and security of all company and customer information.

Required Skills and Knowledg...