Deliver outstanding customer service with full ownership of customer needs, ensuring a high level of service excellence at every interaction.
Manage and complete Travel reservations [Flights, Hotels, etc] using Amadeus, Travelport, and other travel systems, ensuring accuracy and compliance with company standards.
Support customers with post-booking and urgent issues, or requests in a professional and timely manner.
Operate within established SOPs, QA, KPIs, and service benchmarks standards, and compliance rules; accurately document actions and escalate issues when required.
Collaborate closely with team members in a fast-paced, agile environment, supporting both B2C and B2B operations.
Adapt to shift rotations (24x7 coverage, including weekends and holidays), ensuring continuous operational support.
Demonstrate initiative by identifying service gaps and proposing solutions to enhance customer experience.
Act as a role model for professionalism and accountability in customer interactions.
Qualifications
Minimum 3 years of hands-on experience in travel operations or reservations.
Any nationality, native Arabic speaker with strong verbal and written English skills.
Proven expertise in Amadeus and Travelport GDS (minimum 3 years) with a strong track record in booking, ticketing, and servicing.
Experience working with online booking tools and back-office travel systems.
Flexibility to work across rotational shifts (day/night/weekends) to support a 24x7 operation.
Strong sense of ownership and accountability, with a customer-first mindset.
Ability to thrive in a collaborative, team-oriented environment, balancing independence with teamwork.
Strong problem-solving and decision-making skills, especially in urgent or high-pressure situations.
High adaptability to evolving workflows, with eagerness to learn and adopt best practices.
Location: Candidates must be UAE-based and able to work from our Dubai office.