interCaribbean Airways Call Center Agents

Location: Santo Domingo, DR
Closing Date: Wednesday 15 December 2021

Job Summary

interCaribbean Airways is a growing regional airline with operations across the Caribbean operating a fleet of Turboprop and Jet aircraft and seeks to add team members to our operations.

The role answers incoming calls in English or Spanish from customers who wish to purchase tickets, or make changes to existing reservations, as well as to respond to inquiries, manage complaints, or customer service problems.

You will be a member of the primary contact team for customers and advise customers of company terms and conditions and reference to the contract of carriage.  All the while projecting a professional company image through voice and online interactions.

Responsibilities and Duties:

  • Answer incoming calls and respond to customer emails
  • Manage and resolve customer complaints using company policies
  • Sell tickets and make reservation in the company ticketing system
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Research required information using available resources
  • Document all information according to standard operating procedures
  • Recognize, document, and alert management team of trends in customer calls
  • Follow up customer calls where necessary
  • Complete call logs and reports
  • Other duties as assigned

Qualifications and Skills

  • High school diploma or equivalent
  • Fluent in English and Spanish language
  • Proficient in computer applications and ability to learn of airline reservations systems.
  • 1-3 years of experience in a call center environment a plus
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situation appropriately


The role is based in Santo Domingo, Dominican Republic in our call center.  All positions are entry level. If you are interested in the role, the opportunity to grow and bring your skills and knowledge to help build the company across the region, we want to hear from you.  Do visit to learn more about the company.

Send a cover letter and a resume to HR@ interCaribbean .com.  In the Subject line type “ Call Center Agent”   Do not send any other additional attachments at this time.