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Title:  Visa Service Officer

Date:  Jan 25, 2026
Description: 

Job Responsibilities

  • Respond to customer inquiries, providing information and assistance regarding ticketing, flight reservations, travel itineraries, and related services.
  • Collaborate with customers, travel agents, and airlines to secure flight bookings, issue tickets, and confirm travel arrangements.
  • Use computerized reservation systems and ticketing platforms to make flight reservations, update passenger details, and issue electronic or physical tickets.
  • Ensure accuracy in ticket issuance, including passenger information, flight details, fare calculation, and ticket pricing.
  • Verify and process payments for ticket purchases, following established procedures and payment guidelines.
  • Coordinate with airlines, travel agents, and other stakeholders to resolve booking and ticketing-related issues, such as flight changes, cancellations, or rebooking requests.
  • Keep updated on airline policies, fare rules, and travel regulations to provide accurate and up-to-date information to customers.
  • Provide customers with travel itineraries, e-tickets, and other necessary documents, ensuring clarity and completeness.
  • Assist customers with additional travel services, such as seat selection, special meal requests, baggage allowance, and visa requirements.
  • Handle customer complaints or concerns in a professional and timely manner, striving to provide satisfactory resolutions.
  • Collaborate with the sales team to promote travel packages, special offers, and upselling opportunities to customers.
  • Maintain proper documentation and records of ticketing transactions, ensuring compliance with company policies and industry regulations.
  • Monitor flight schedules, including changes or disruptions, and proactively inform customers about any relevant updates.
  • Coordinate with other departments, such as operations and finance, to ensure seamless ticketing and travel-related processes.
  • Stay updated on industry trends, airline promotions, and travel regulations, sharing knowledge with colleagues and utilizing it to enhance customer service.
  • Uphold high standards of customer service, professionalism, and ethical conduct in all interactions with customers and stakeholders.
  • Collaborate with the management team to identify opportunities for process improvement, efficiency, and customer satisfaction enhancement.
  • Participate in training and development programs to enhance ticketing skills, industry knowledge, and customer service expertise.
  • Adhere to company policies, procedures, and quality standards in all ticketing and customer service activities.
  • Perform other department duties related to his/her position as directed by the Head of the Department

Qualifications

  • Familiarity with airline routes, schedules, and flight operations
  • Up-to-date knowledge of ticketing rules, fare structures, and airline policies.
  • Excellent organizational and time management skills.
  • Adaptability to changing travel trends and technologies.
  • Ability to work in a team-oriented environment.
  • Strong attention to detail and accuracy.
  • Excellent communication and customer service skills.
  • Ability to work under pressure and meet deadlines.
  • Problem-solving and decision-making abilities.
  • Knowledge of international travel regulations and documentation.

Skills

  • Proficient in MS Office (Word, Excel, Outlook)
  • Excellent communication and customer service skills.
  • Strong attention to detail and accuracy.
  • Problem-solving and decision-making abilities.
  • Ability to work under pressure and meet deadlines.
  • Experience with GDS software (e.g., Amadeus, Sabre, Galileo), proficiency in ticketing and reservation systems.
  • Knowledge of international travel regulations and documentation.
  • Sales and upselling skills to promote additional services or upgrades.
  • Multilingual proficiency for handling international customers.

Education

Diploma / Bachelor

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