Service Desk Agent

1. Assist passengers with flight bookings, ticket issuance, itinerary modifications, 

cancellations, and upgrades in accordance with airline policies.

2. Rebook passengers affected by delays, cancellations, or missed connections, ensuring 

minimal disruption to travel plans.

3. Process payments, and upgrade fees accurately, in compliance with company 

financial standards.

4. Provide passengers with clear information on airline policies, travel documentation, 

and baggage allowances.

5. Resolve passenger concerns promptly, maintaining professionalism and empathy at 

all times.

6. Maintain accurate and up-to-date transaction records for audit and compliance 

purposes.

7. Monitor system functionality and promptly report technical issues to the relevant 

departments.

8. Keep abreast of changes in airline schedules, fare structures, and travel requirements.

1. IATA, airline ticketing, or reservation system certification is an asset.

2. Previous experience in ticketing, reservations, or customer service within the airline, 

travel, or hospitality sectors preferred.

3. Knowledge of Global Distribution Systems (GDS) is an advantage.

4. Fluency in English; proficiency in additional European languages is highly desirable.

Working Conditions: The position operates on a shift-based schedule, including early 

mornings, late evenings, weekends, and public holidays, in line with flight operations. Duties 

are carried out at airport ticket counters and other front-line passenger service areas in a 

fast-paced, high-volume environment with constant passenger interaction. The role requires 

standing for extended periods, maintaining a professional appearance, and wearing a 

company-issued uniform and airport identification at all times.

• Able to work effectively under pressure and handle stressful situations with tact and composure.
• Proficiency in computer systems, reservation platforms and point of sale applications.
• Basic numerical skills and the ability to handle financial transactions accurately.
• Professional appearance and demeanor at all times.
• High attention to detail, accuracy and organisational skills.
• Excellent communication and interpersonal skills with a strong customer service focus.

• Post Secondary Qualification