Senior Travel Customer Service Specialist – GDS & Reservations

Kamel BPO is recruiting full-time agents (Intermediate, and senior level) to support an

airline client’s seven-day operation. The role combines inbound call handling, email

support, airline reservations, and direct work in a Global Distribution System (GDS).

Agents will assist passengers and travel agents with bookings, changes, cancellations,

and travel-related questions while delivering accurate, professional service.

Key Responsibilities:

• Answer inbound calls and respond to emails from passengers and travel agents on behalf of the airline.
• Assist with new and existing bookings, date changes, cancellations, and general service inquiries.
• Explain applicable information related to fares, refunds, baggage, and seat assignments.
• Support special service requests, including wheelchair assistance and baggage-related needs.
• Use the GDS to check, create, and update passenger booking records accurately.
• Provide reliable information, resolve inquiries whenever possible, and record actions in line with airline procedures.
• Escalate complex, policy-sensitive, or unresolved issues through the approved workflow.

Non-Negotiable Requirements:

• Previous professional experience in airline reservations, travel, or customer service.
• Working knowledge of at least one GDS, such as Amadeus, Sabre, or Galileo.
• Strong spoken and written English, with confidence handling inbound calls and communicating with passengers and travel professionals.
• Professional, customer-service-oriented approach with strong attention to detail.
• Ability to work accurately in a fast-paced, high-volume environment.
• Willingness to work rotating shifts, weekends, and across time zones based on the client roster.

Preferred Experience:

• Directairlinereservations,travel-agency, or airline contact-center experience.
• Experience handling booking changes, fares, refunds, baggage inquiries, seat assignments, and email support.