Customer Service Job Description for Airlines
Customer service representatives are professionals who answer questions and take suggestions from people who use a particular product or service. For the airlines, customer service representatives are responsible for handling a variety of tasks on a day-to-day basis.
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Identification
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Some customer service representatives for airlines work in call centers and have contact with customers by telephone, email and live online instant messaging or chat. Others work at airports behind ticket counters and at the gates.
Features of Call Center Work
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In call centers, customer service representatives sell tickets, answer questions about flight times or fares, provide information about delays or cancellations and take complaints. Customer service representatives use computers to obtain information about specific customers or flights.
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Types of Duties
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In-person customer service representatives for airlines give passengers their boarding passes and seat assignments, handle standby travelers and make announcements over the public address system. In the events of delays or cancellations, customer service representatives help passengers reschedule connecting flights or find overnight accommodations.
Skills
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Successful airline customer service representatives are good listeners and problem solvers, capable communicators, polite, professional and pleasant to deal with. As both the work in call centers and airports have the potential to be stressful, customer service representatives must remain calm under pressure.
Education
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There's no specific degree necessary to work as a customer service representative, but most airlines prefer applicants who have a minimum of a high school diploma or GED.
Compensation
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In December 2009, the average annual salary earned by airline customer service representatives was $32,000, according to Indeed.com.
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