Operations Agent

JOB SCOPE :

• Support the day-to-day operations of airport services by coordinating customer bookings, communicating with service providers, and following up on service delivery across airport service touchpoints, including lounge access, fast track, meet & assist, transport, and other related services.

• Ensure customer bookings are accurately communicated and followed up with relevant service providers in line with booking details and service standards. Handle customer inquiries, booking changes, and operational issues in a timely and professional manner, escalating complex cases when required to support a smooth passenger experience.

JOB RESPONSIBILITIES :

• Receive and process incoming bookings, ensuring accurate and timely communication with the relevant service providers.

• Coordinate with suppliers and service providers to confirm booking details, service readiness, and service completion.

• Follow up on the status of customer bookings and ensure services are delivered according to booking requirements and agreed service standards.

• Maintain regular operational communication with lounges, fast track providers, meet & assist teams, transport providers, and other service partners.

• Respond to customer inquiries, booking requests, last-minute changes, and special service requirements in a timely and professional manner.

• Support the handling of booking amendments, cancellations, and refunds by coordinating with relevant internal teams and service providers.

• Identify service delays, disruptions, or booking discrepancies and take appropriate action within established procedures.

• Escalate complex operational issues, service failures, and customer complaints to the relevant supervisor or management team when required.

• Assist in resolving customer complaints and service-related issues by coordinating with service providers and relevant stakeholders.

• Follow up on reported issues to ensure they are properly documented and resolved.

• Maintain accurate records of bookings, service status, customer requests, incidents, and operational updates.

• Report recurring service issues, supplier performance concerns, and operational challenges to the supervisor or management team.

• Provide operational feedback to support improvements in service delivery and customer experience.

• Follow established operational procedures, service standards, and airport regulations.

• Work closely with internal teams, service providers, and other stakeholders to support smooth daily operations and service delivery.

JOB REQUIREMENTS :

• 1–3 years of experience in operations, hospitality, airport services, travel, tourism, or customer service roles.

• Previous experience in customer service, booking coordination, airport operations, or working with service providers is an advantage.

• Good communication and coordination skills.

• Good problem-solving skills and the ability to handle day-to-day operational issues.

• Ability to handle multiple bookings, customer requests, and operational tasks in a fast-paced environment.

• Customer-focused attitude with the ability to handle inquiries and complaints professionally.

• Good attention to detail and accuracy when processing bookings and updating operational records.

• Ability to follow operational procedures and escalate issues when necessary.

• Ability to work independently as well as part of a team.

• Flexibility to work rotational shifts, weekends, and public holidays when required.

• Good computer skills, including Microsoft Office applications and booking or operational systems.

• Excellent command of English; additional languages are an advantage.