Customer Service Agent – Passenger Ticketing & Group Sales
Ethiopian Airlines US, Alexandria, VA, United States
Ethiopian Airlines, the largest and most respected airline in Africa, is seeking a dedicated and enthusiastic Customer Service Agent to join our dynamic team at Alexandria, Virginia office. This is a great opportunity for individuals passionate about delivering exceptional service and creating outstanding travel experiences.
Position Summary The Customer Service Agent is responsible for delivering excellent front-line service to passengers and travel agents at the Ethiopian Airlines Alexandria Office. The role focuses on individual and group ticketing, fare quotations, itinerary planning, and resolving customer inquiries efficiently while ensuring compliance with company policies and procedures.
Key Responsibilities
Handle walk-in, phone, and email inquiries related to flight bookings, schedules, ticketing, and fare quotes
Issue and reissue tickets, process refunds, exchanges, and manage travel changes using Amadeus or other GDS platforms
Coordinate all aspects of group sales, including seat requests, fare negotiations, follow-ups on payments, and group ticket issuance
Provide accurate information on fare rules, travel policies, baggage allowances, and entry requirements
Maintain professional and timely communication with travel agencies, corporate clients, and individual customers
Support marketing campaigns by promoting group travel packages, promotional fares, and loyalty programs (ShebaMiles)
Resolve customer issues, complaints, or disputes calmly and efficiently, escalating when necessary
Ensure compliance with Ethiopian Airlines’ policies, DOT requirements, and IATA standards
Maintain records and documentation for audits, sales tracking, and reporting
Collaborate with sales and station teams to ensure a seamless customer experience
Qualifications and Requirement
Associate or Bachelor’s degree in Travel, Business, or a related field preferred
Minimum 2 years of experience in an airline or travel agency customer service or ticketing role
Proficiency in Amadeus GDS (ticketing, pricing, group booking) required
Strong communication and interpersonal skills, with fluency in English (Amharic is a plus)
Excellent customer service, organizational, and time management abilities
Familiarity with U.S. DOT, TSA, and travel regulations is an advantage
Must be legally authorized to work in the United States
Work Conditions
Based in the Alexandria, VA office (in-person)
Standard business hours (Monday–Friday), with occasional flexibility required for group deadlines or special cases
Office-based, customer-facing environment
Join us and be part of a proud legacy, offering exceptional service while advancing your career in a collaborative and supportive environment.
#J-18808-Ljbffr
Position Summary The Customer Service Agent is responsible for delivering excellent front-line service to passengers and travel agents at the Ethiopian Airlines Alexandria Office. The role focuses on individual and group ticketing, fare quotations, itinerary planning, and resolving customer inquiries efficiently while ensuring compliance with company policies and procedures.
Key Responsibilities
Handle walk-in, phone, and email inquiries related to flight bookings, schedules, ticketing, and fare quotes
Issue and reissue tickets, process refunds, exchanges, and manage travel changes using Amadeus or other GDS platforms
Coordinate all aspects of group sales, including seat requests, fare negotiations, follow-ups on payments, and group ticket issuance
Provide accurate information on fare rules, travel policies, baggage allowances, and entry requirements
Maintain professional and timely communication with travel agencies, corporate clients, and individual customers
Support marketing campaigns by promoting group travel packages, promotional fares, and loyalty programs (ShebaMiles)
Resolve customer issues, complaints, or disputes calmly and efficiently, escalating when necessary
Ensure compliance with Ethiopian Airlines’ policies, DOT requirements, and IATA standards
Maintain records and documentation for audits, sales tracking, and reporting
Collaborate with sales and station teams to ensure a seamless customer experience
Qualifications and Requirement
Associate or Bachelor’s degree in Travel, Business, or a related field preferred
Minimum 2 years of experience in an airline or travel agency customer service or ticketing role
Proficiency in Amadeus GDS (ticketing, pricing, group booking) required
Strong communication and interpersonal skills, with fluency in English (Amharic is a plus)
Excellent customer service, organizational, and time management abilities
Familiarity with U.S. DOT, TSA, and travel regulations is an advantage
Must be legally authorized to work in the United States
Work Conditions
Based in the Alexandria, VA office (in-person)
Standard business hours (Monday–Friday), with occasional flexibility required for group deadlines or special cases
Office-based, customer-facing environment
Join us and be part of a proud legacy, offering exceptional service while advancing your career in a collaborative and supportive environment.
#J-18808-Ljbffr