Job Description – AU Airline Campaign

The AU Airline Campaign is usually part of a customer experience and marketing support program for an airline client. Employees in this campaign are tasked with ensuring passengers receive excellent service while also supporting promotional and operational initiatives.

Core Purpose

• Provide customer support for airline passengers (reservations, ticketing, flight changes, baggage queries).
• Execute marketing and promotional campaigns to boost airline visibility and loyalty.
• Act as a liaison between the airline and its customers, ensuring smooth communication and service delivery.

Key Responsibilities

• Customer Service:
• Handle inbound and outbound calls, emails, and chat inquiries from passengers.
• Assist with booking, cancellations, refunds, and flight information.
• Resolve complaints and escalate issues when necessary.
• Campaign Management:
• Support airline promotions, loyalty programs, and seasonal campaigns.
• Track campaign performance and provide feedback to management.
• Ensure compliance with airline policies and aviation regulations.
• Sales & Upselling:
• Promote additional airline services (extra baggage, seat upgrades, travel insurance).
• Meet sales targets linked to campaign goals.
• Operational Support:
• Coordinate with airline operations for schedule changes or disruptions.
• Maintain accurate passenger records and documentation.
• Team Collaboration:
• Work with supervisors and campaign managers to improve service quality.
• Participate in training sessions to stay updated on airline policies and systems.

Skills & Qualifications

• Strong communication skills (verbal and written).
• Knowledge of airline reservation systems (e.g., Amadeus, Sabre).
• Ability to handle high-pressure situations calmly.
• Background in customer service, sales, or aviation preferred.
• Flexibility to work in shifts, weekends, and holidays.