Reservation Agent (Flight) - Night Shift

Working Days: 5-day per week (according to the shift roster as assigned by Line Manager)

Working Hours: 22.00 - 08.00 (with 1 hour fixed OT), 1 hour break

Working Location: FYI Center (MRT Queen Sirikit Center), 100% Onsite

Fixed Allowance:

• Employee will received Night Shift allowance monthly when working the night shift.

Responsibilities:

• Handle customer inquiries, bookings, and flight ticket modifications via phone, email, or live chat.

• Provide accurate and efficient flight recommendations based on customers’ travel needs and fare rules.

• Coordinate with airline systems (GDS or NDC platforms) for ticket issuance, reissuance, cancellations, and refunds.

• Resolve booking-related issues and provide timely assistance to customers with urgent travel needs.

• Monitor incoming requests to ensure timely responses and minimize waiting time.

• Document all customer interactions and transactions in the internal system.

• Collaborate with the day-shift team to ensure smooth handover of unresolved cases.

• Maintain up-to-date knowledge on airline policies, promotions, and travel restrictions.

• Comply with company service standards and contribute to continuous process improvements.

Qualifications

• Bachelor’s Degree in Tourism, Hospitality, or related field (or equivalent work experience).

• Experience in reservation or travel service roles, preferably with flight booking systems (GDS such as Amadeus, Galileo, or Sabre).

• Strong communication skills in Thai and English.

• Ability to work night shifts consistently.

• Attention to detail, problem-solving skills, and ability to work under pressure.

• Customer-centric attitude with a calm and professional demeanor.