Job Summary

Houston Skilled Consultancy is seeking a Remote Passenger Support Agent to join our dynamic team. This role is ideal for individuals who are passionate about customer service and the airline industry. As a Passenger Support Agent, you will provide assistance to travelers, addressing inquiries, resolving booking issues, and ensuring a seamless travel experience. You will work remotely, offering professional and timely support to passengers through phone, email, and chat.

Key Responsibilities

• Provide real-time customer support for passengers regarding flight bookings, ticket changes, cancellations, refunds, baggage policies, and other travel-related inquiries.
• Assist customers with online check-ins, boarding passes, seat selection, and special service requests.
• Troubleshoot and resolve travel disruptions, such as delays, rebooking, and missed connections.
• Deliver exceptional customer service, ensuring passenger satisfaction and adherence to airline policies.
• Work closely with airline partners to facilitate smooth passenger experiences.
• Maintain accurate records of customer interactions and resolutions in the system.
• Stay updated on airline policies, travel regulations, and industry trends.
• Handle escalations efficiently and ensure timely resolutions to complex issues.
• Adhere to company performance standards, including response time and customer satisfaction metrics.

Required Skills and Qualifications

• Excellent verbal and written communication skills in English.
• Strong customer service skills with a problem-solving mindset.
• Ability to handle high-pressure situations with professionalism and patience.
• Proficiency in using CRM tools, online booking systems, and airline reservation platforms.
• Basic understanding of airline policies, fare rules, and travel regulations.
• Ability to multitask and manage multiple customer interactions simultaneously.
• High level of attention to detail and accuracy.
• Tech-savvy and comfortable working in a remote environment with stable internet connectivity.

Experience

• Required: Minimum of 1 year of experience in customer support, preferably in the airline, travel, or hospitality industry.
• Preferred: Experience working with GDS systems (e.g., Amadeus, Sabre, Galileo) or airline ticketing software.

Working Hours

• Flexible shifts, including weekends and holidays, to align with airline schedules and customer needs.
• Work-from-home setup with a required commitment of 40 hours per week.

Knowledge, Skills, and Abilities

• Strong knowledge of airline booking systems and travel industry standards.
• Ability to empathize with customers and deliver a high level of service.
• Effective organizational and time-management skills.
• Adaptability to changing airline policies and procedures.
• Ability to work independently and as part of a virtual team.

Benefits

• Competitive salary with performance-based incentives.
• Remote work flexibility, allowing for a better work-life balance.
• Training and professional development opportunities.
• Employee discounts on airline tickets and travel packages.
• Opportunity to work with a global team and gain airline industry experience.

Why Join Us?

• Work with a reputable consultancy firm specializing in the airline industry.
• Be part of a growing, remote-friendly work culture.
• Gain hands-on experience in a dynamic and fast-paced environment.
• Receive ongoing support and training to enhance your career growth.

How to Apply

Interested candidates can submit their updated resume and a cover letter detailing their relevant experience to us. Please include Remote Passenger Support Agent Application in the subject line.