Customer Service Representative (CSR) – Travel Agency

We are seeking a professional and customer-focused Customer Service Representative to support customers using our Online Travel Agency platform. The CSR will assist customers with flight and hotel searches, reservations, payments, ticket confirmations, booking changes, cancellations, refunds, and other travel-related inquiries.

The ideal candidate should have excellent communication skills, basic knowledge of airline reservations and ticketing, and the ability to resolve customer concerns professionally through phone, email, live chat, and WhatsApp.

Key Responsibilities Customer Support

• Respond promptly to customer inquiries through phone calls, email, live chat, and WhatsApp.
• Guide customers through the online booking and payment process.
• Provide accurate information about flights, hotels, fares, baggage allowances, travel dates, and booking conditions.
• Assist customers who experience booking, payment, confirmation, or website-related issues.
• Maintain a professional and helpful attitude during every customer interaction.

Reservations and Ticketing

• Assist customers with domestic and international flight and hotel reservations.
• Verify passenger names, travel dates, routes, contact details, and payment information before confirming a booking.
• Provide booking references, e-tickets, invoices, and travel itineraries.
• Explain fare rules, baggage policies, ticketing deadlines, cancellation terms, and applicable penalties.
• Coordinate with the ticketing or operations team when manual action is required.
• Follow up on incomplete, failed, or pending bookings.

Changes, Cancellations and Refunds

• Assist customers with date changes, rebooking, cancellations, voids, and refund requests.
• Explain applicable airline or supplier fees before processing a request.
• Coordinate with airlines, hotels, consolidators, and suppliers to resolve booking issues.
• Track refund cases and provide customers with regular status updates.
• Escalate complicated or urgent cases to the Operations Manager.

Schedule Changes and Disruptions

• Inform customers about flight schedule changes, cancellations, delays, and other travel disruptions.
• Help customers understand available rebooking or refund options.
• Handle urgent travel cases calmly and provide practical solutions.
• Maintain proper records of all communication and actions taken.

Sales and Additional Services

• Recommend suitable flights, hotels, car rentals, travel insurance, airport transfers, and holiday packages.
• Inform customers about relevant promotions and special offers.
• Encourage customers to complete pending bookings.
• Support the company in achieving booking-conversion and customer-retention targets.

Records and Compliance

• Record customer conversations, booking details, payments, complaints, and follow-up activities accurately.
• Follow company procedures, fare rules, supplier policies, and data-protection requirements.
• Protect customer, passenger, and payment information.
• Report suspicious transactions, duplicate bookings, or possible fraud.
• Keep customer cases updated in the CRM or support system.

Required Qualifications

• Bachelor’s degree or equivalent education preferred.
• Previous customer-service experience, preferably with an OTA, travel agency, airline, or call center.
• Strong spoken and written English.
• Excellent communication, listening, and problem-solving skills.
• Basic knowledge of airline reservations, ticketing, airport codes, and fare rules.
• Good computer skills, including email, online booking systems, CRM software, and Microsoft Office.
• Ability to manage multiple customer cases and work accurately under pressure.
• Willingness to work evening, night, weekend, and holiday shifts when required.

Preferred Skills

• Experience with Duffel, Amadeus, Sabre, Travelport, or another reservation system.
• Knowledge of domestic and international flight routes.
• Experience handling ticket changes, cancellations, exchanges, and refunds.
• Understanding of online payments, failed transactions, and chargebacks.
• Experience selling flights, hotels, travel insurance, or holiday packages.
• Fluency in Urdu and English; additional languages are an advantage.

Key Performance Indicators

• Customer response time
• Customer satisfaction rate
• Case-resolution time
• Booking accuracy
• Booking-conversion rate
• Number of successfully resolved cases
• Complaint and escalation rate
• Compliance with company and supplier procedures

Employment Details

Employment Type: Full-Time
Department: Customer Support / Operations
Work Location: Lahore, Pakistan
Reporting To: Operations Manager
Work Schedule: Night Shift

Work Location: In person