Job Summary
The Online Customer Service Officer (Travel Agent) manages customer enquiries and bookings across digital channels, providing professional travel advice, accurate quotations, and post-sales support to ensure a seamless end-to-end travel experience.
Key Responsibilities
- Handle customer enquiries via email, WhatsApp, live chat, and online platforms
- Provide quotations and information for flights, hotels, tours, packages, and add-ons
- Assist with bookings, amendments, cancellations, and reissues
- Coordinate with airlines, hotels, tour operators, and internal teams
- Advise customers on visa requirements, travel documents, and travel policies
- Manage after-sales service including schedule changes, disruptions, and refunds
- Handle customer feedback and complaints professionally
- Maintain accurate booking records and customer information
- Support online promotions, campaigns, and travel fairs when required
Requirements & Qualifications
- Diploma or higher qualification
- Minimum 1-2 years experience in a travel agency or travel-related role
- Familiar with GDS systems (e.g. Amadeus / Sabre) - advantage
- Knowledge of airlines, destinations, and travel products
- Strong communication and customer service skills
- Comfortable handling multiple enquiries in a fast-paced environment
- Detail-oriented, responsible, and customer-focused
Key Competencies
- Travel product knowledge
- Booking accuracy & problem-solving
- Customer empathy and service recovery
- Time management and multitasking
- Team collaboration
Working Hours
Office hours with flexibility to support online enquiries, weekends, or peak travel periods when required
