Job TitleEnglish Customer Support Advisor – Greater Cairo | GDS Required
Job DescriptionCustomer Service Advisor – Travel & GDS Support
Customer Service Advisor – Travel & GDS Support
Job OverviewThe Customer Service Advisor – Travel & GDS Support position interfaces with customers through inbound and outbound calls, emails, and chats to provide exceptional travel-related support. The role requires hands-on experience using Global Distribution Systems (GDS) and the ability to manage flight reservations, fare calculations, ticket modifications, and customer inquiries with accuracy and professionalism.
This role is ideal for customer-focused professionals with previous customer service experience and a strong understanding of airline reservation systems and travel operations.
In This Role, You'll
- * Deliver high-quality customer support through phone, email, and chat channels.
- Assist customers with flight bookings, reservation changes, cancellations, and travel-related inquiries.
- Create, modify, and maintain Passenger Name Records (PNRs).
- Search, interpret, and explain fare rules and ticket conditions.
- Handle ticket exchanges and refunds, including both voluntary and involuntary cases resulting from schedule changes or flight cancellations.
- Manage Special Service Requests (SSRs) such as seat selection, baggage requests, meal preferences, and other passenger needs.
- Book and manage itineraries for different passenger types, including adults, children, and infants.
- Support customers with multi-base pricing across Economy, Premium Economy, and Business Class cabins.
- Resolve customer concerns efficiently while maintaining a high level of customer satisfaction.
- Accurately document all customer interactions and booking activities.
Essential Functions / Core Responsibilities
- * Ensure service delivery meets all contractual Key Performance Indicators (KPIs).
- Utilize GDS systems to create, modify, price, and manage reservations.
- Process ticket exchanges, reissues, and refunds according to airline policies and fare rules.
- Review and interpret fare regulations to provide accurate guidance to customers.
- Handle complex travel scenarios with professionalism and attention to detail.
- Maintain accurate documentation and account records.
- Demonstrate empathy, active listening, and strong problem-solving skills in every customer interaction.
- Stay up to date with airline policies, procedures, and travel industry standards.
- Collaborate with team members and support operational objectives.
Candidate Profile
Mandatory Requirements
- Minimum 6 months of experience in Customer Service.
- Previous experience working with a Global Distribution System (GDS) is required.
- Excellent English communication skills, both written and verbal.
- Ability to work rotational shifts.
Preferred Skills & Experience
What We Offer
- Competitive Salary Package
- Transportation Provided
- Medical & Social Insurance
- Fast-Track Career Growth Opportunities
- Professional Development & Continuous Learning
- Dynamic and Supportive Work Environment
- Exposure to International Travel Operations
Disclaimer
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required for the role.
Concentrix is an equal-opportunity employer and considers all qualified applicants based on business needs and role requirements.
