We is hiring Customer Service Representatives for a premium airline based in the UAE to support high-value airline customers, including business class, loyalty programme members, and disrupted-flight passengers.
KEY RESPONSIBILITIES
Premium Customer Support
- Handle inbound calls from business class, elite loyalty, and VIP customers
- Deliver a high-touch, calm, and professional service experience
- Manage customer expectations while adhering strictly to airline policies
Booking & Disruption Handling
- Rebook flights during irregular operations
- Manage multi-sector itineraries, time-zone changes, and fare conditions
- Process flight changes, cancellations, refunds, credits, and upgrades
- Support baggage issues, seating, special service requests, and fare rules
Decision-Making & Ownership
- Resolve issues without unnecessary escalation
- Use judgement to balance policy, commercial impact, and customer satisfaction
- Identify when supervisor or airline approval is required
REQUIRED EXPERIENCE & SKILLS
- 2+ years experience in a customer service role
- Proven ability to handle difficult or high-pressure calls
- Strong problem-solving and emotional intelligence
