Customer Service Reservations Agent – Georgetown Office

Job Description

Job Summary
Location: GEO CTO Reservations Call Center
Reports: To -Reservations Supervisor / Reservations Manager

The Customer Service Reservations Agent is responsible for assisting customers and travel agents with reservations, ticketing, and general travel inquiries. The role requires providing accurate information regarding flight schedules, fares, policies, and travel requirements while ensuring a high level of customer service. The Reservations Agent processes bookings, ticket sales, ticket changes, and other travel services through the airline’s reservation systems while maintaining professionalism, efficiency, and accuracy in all customer interactions. The role also requires assisting with complex bookings, travel agency reservations, and group bookings.

Specific Knowledge Required to Start
Working knowledge of computers and computer applications. Basic understanding of airline reservation systems is an advantage.

Qualifications and Experience
One (1) year working experience in an airline customer service, call center, travel agency, or transportation related industry would be considered an asset. Experience using airline reservation systems or ticketing platforms is an advantage.

Working Hours
Ability to work a full-time schedule that including weekends and holidays with rotating days off. The role may require working shifts, including evenings and extended hours based on operational needs.

Required Skills and Competencies
Ability to communicate effectively both orally and in writing. Strong customer service and interpersonal skills. An ability to exercise initiative and sound judgment when handling customer inquiries. Ability to work in a fast-paced operational environment. Attention to detail and accuracy when processing reservations and ticketing transactions. The ability to work both independently and as part of a team. Sales awareness and ability to promote airline services when assisting customers.

Special Conditions Associated with the Job
Required to sit for extended periods while carrying out duties. Availability to work overtime as required. Willingness to attend and participate in local and overseas training. Required to work shifts of eight hours or more on any day of the week.

Liaises With
Internally: Reservations Supervisors, Accounting Department, Customer Service and Airport Operations. Externally: Customers, Travel Agents, Airline Representatives and Industry Partners.

Responsibilities and Duties

1. Provide customers and travel agents with accurate travel information including flight schedules, fares, travel policies, and procedures.
2. Make and confirm reservations for customers using the airline’s reservation system.
3. Assist customers with ticket sales, ticket changes, exchanges, and booking modifications in accordance with company policies.
4. Handle complex reservations including multi-sector bookings, special customers requests, and travel agency reservations. Assist with group bookings and coordinate group ticketing in accordance with company procedures.
5. Respond to customer and travel agent inquiries through telephone, email, or other communication channels. Maintain accurate records of reservations and customer interactions within the reservation system.
6. Determine availability of seats on requested travel dates and assign space when available. Prepare itineraries and travel documentation for customers.
7. Calculate fares and applicable fees using the reservation system. Promote airline services and assist customers with travel options when appropriate.
8. Contact customers or travel agents to advise them of schedule changes or confirm reservations. Handle customer concerns professionally and escalate complex issues to the Reservations Supervisor when necessary.
9. Ensure all reservations transactions are processed accurately and in compliance with company procedures.
10. Meet service quality standards and Key Performance Indicators (KPIs) established by the Customer Experience Department.

Performance Criteria
Provide professional and courteous service to all customers and travel partners. Ensure accuracy in reservations, ticketing, and customer documentation. Respond to customer inquiries in a timely and efficient manner. Maintain compliance with company procedures and operational guidelines. Contribute positively to the reservations team environment and overall customer experience.

To apply send your resume (CV) as a single PDF document and a single one page cover letter introducing yourself to HR@interCaribbean.com. Do not send any other attachments.  In the subject line please write only Application Customer Service Agent GEO