Customer Service Agent - Wakanow

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Customer Service Agent - Wakanow

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1. Patiently scroll down and read the job description below.

2. Scroll down and find how to apply or mode of application for this job after the job description.

3. Carefully follow the instructions on how to apply.

4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.

The Customer Service Agent is a seasoned professional responsible for delivering top-tier customer service and providing expert support in bookings amendments and airline scheduled changes. This role plays a crucial part in ensuring customer satisfaction and resolving complex issues related to travel reservations.

Job Description

  • Customer Support: Provide exceptional and expert-level customer service support, addressing inquiries, concerns, and issues with a high degree of professionalism and expertise.
  • Bookings Amendments: Proficiently handle bookings amendments, modifications, and changes, ensuring accuracy and compliance with airline policies and procedures.
  • Airline Scheduled Changes: Expertly manage and navigate airline scheduled changes, proactively notifying customers, and offering suitable alternatives when necessary.
  • Issue Resolution: Resolve complex customer issues related to bookings, amendments, and scheduled changes, ensuring swift and effective problem resolution.
  • Tier 2 Support: Serve as a Tier 2 support resource, assisting Tier 1 agents with escalated customer inquiries and providing guidance and solutions.
  • Quality Assurance: Maintain high standards of service quality, adhering to company policies and ensuring that all interactions meet or exceed customer expectations.
  • Product Knowledge: Stay updated on the latest travel products, services, and industry trends to provide customers with accurate and relevant information.
  • Documentation: Maintain comprehensive records of customer interactions, actions taken, and resolutions achieved in the companys customer support systems.
  • Cross-Functional Collaboration: Collaborate with other departments, including reservations, ticketing, and operations, to facilitate seamless customer experiences.




  • Bachelors degree in a related field is preferred.
  • 2-3 years of experience in customer service support within the travel industry, with a focus on bookings amendments and airline scheduled changes.
  • Proven experience as a Ticketing and Reservation Agent with proficiency in GDS Amadeus, Sabre, and Galileo.
  • Strong expertise in navigating airline reservation systems and processes.
  • Excellent problem-solving and communication skills.
  • Ability to work under pressure and handle complex customer issues with composure.
  • Proven track record of delivering exceptional customer service.
  • Detail-oriented and highly organized.
  • Knowledge of local and international travel regulations and requirements.
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