An airline customer service agent is the first point of contact for a passenger in an airport or over the phone. Customer service is key in ensuring the happiness of airline customers. While some passengers are looking for cursory assistance in checking luggage or printing a boarding pass, others have complaints and are looking for a quick resolution.

Responsibilities of customer service agent:

• providing information and assistance to the flying public.
• Helping customers with flight reservations, itinerary changes, baggage concerns and questions about customer loyalty programs.
• Face-to-face interaction occurs at airports. At a front counter, customer service agent must assists passengers with check-in, issues tickets, provides flight information, checks baggage and solves ticket-related travel problems.
• At the gate, customer service agents check boarding passes, upgrade seats and reissue tickets when a flight is overbooked.
• A workday may be routine. For example, a weather or safety issue may cause the cancellation of several flights. Harried passengers trying to make a connecting flight or get to a destination may take their frustration out on the first employee they see. That employee is usually an airline customer service agent. Uncontrollable circumstances may leave a service agent without a remedy to a problem.
• Remaining calm under pressure and maintaining a smile is a critical duty of this job.

Skills required:

• Strong communication skills.
• The ability to work under pressure.
• A commitment to customer service.
• Computer skills are a necessity for this position.
• Other specific requirements such as the physical ability to lift 75 pounds or work in noisy conditions.
• If you have an interest in working in a specific country, language proficiency may be required.

Educational Requirements:

You must have a high school diploma or GED to be eligible for customer service agent position.

Training for this position occurs upon selection for the position.