International Flight Support Specialist

Job Description

The International Flight Support Specialist is responsible for handling inquiries, issues, and processes related to the booking, issuing, modifying, and managing international flight tickets.
The goal of this role is to deliver accurate, reliable, and high-quality support to customers while continuously improving the service standards within the International Flights Support team.

Responsibilities

• Respond to customer inquiries (phone and written) regarding international flights

• Process requests for ticket issuance, changes, and cancellations

• Provide accurate and up-to-date information based on airline rules and regulations

• Record and report special cases to supervisors and relevant teams

• Coordinate with internal departments to resolve customer issues and improve their experience

• Collaborate with operations teams during peak seasons or special situations

• Participate in training sessions, performance evaluations, and 1:1 meetings

• Adhere to quality standards, professional conduct, and performance indicators (KPIs)

Requirements

• Minimum Bachelor’s degree

• At least 2 years of experience in international flight support or sales

• Strong knowledge of Amadeus and other reservation systems (Nira, Homares, Mahan, etc.)

• Familiarity with international and domestic airline regulations

• Understanding of international routes and airlines

• Intermediate proficiency in English

• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)

• High accuracy and attention to detail

• Problem-solving ability in various situations

• Professional and effective communication skills

• Customer empathy

• Anger-management and emotional control in challenging conversations

• Time and stress management

• Teamwork skills

• Strong follow-up until resolution

• Fast learner and openness to feedback

• Organized, detail-oriented, and responsible

• Sound decision-making in challenging situations

• Professional behavior during high-traffic work periods

• Ability to receive and implement training instructions from related teams

• High motivation for learning and growth