MAIN DUTIES AND RESPONSIBILITIES:* Handle customer interactions across multiple channels—calls, chats, Whatsapp, emails, and social media—related to holiday packages, including travel advisory, inquiries, bookings, amendments, cancellations, and general support requests. * Provide accurate and comprehensive information on destinations, packages, pricing, offers, and policies to assist customers in making informed booking decisions. * Convert sales inquiries into confirmed bookings, contributing to revenue targets through effective upselling and cross\-selling of relevant services. * Manage post\-booking changes such as date modifications, special requests, refunds, and travel documentation updates, ensuring all actions are accurate and in compliance to the policy. * Revalidate and/or reissue e\-tickets for existing bookings, apply ticketing regulations, calculate change fees/penalties accurately, collect and process payment with courtesy in a timely and efficient manner. Amend existing bookings and itineraries as required, calculate change fees and penalties accurately, collect and process payment with courtesy in a timely and efficient manner. * Handle other airline tickets exchange requirements, in case of schedule change. * Help in resolving last\-minute issues as per the request of airports and local offices. * Notify passengers with courtesy phone calls or emails to advise them of schedule change, flight delay, flight cancellation, flight downgrading, flight overbooking, equipment change and seat re\-protection. Update bookings with remarks appropriately after providing customers with suitable alternatives and rebook them with onward connection in a timely and efficient manner. * Assist the operations \& fulfillment team, product development team, sales team with any special tasks/projects such as issuing booking and communication with suppliers, product loading, sales activation events, and others. * Carry out any other tasks allocated by management. * Ensure all email communications received are responded with appropriate solutions in a timely manner. * Call back customers if call is dropped or customer didn't manage to get through. * Properly handle upset customers with patience while aiming to provide the best image of the brand and its customer obsession. * Communicate with concerned department within HDQ or other GF networks if required as a part of providing solutions. * Provide feedback to supervisors related to system issues or improvement purposes by reporting any error faced in the systems. * Ensure all the queues to issue/reissue/refund/schedule change and revalidation handled on timely and efficient manner. * Address customer complaints and escalations with empathy and professionalism, collaborating with the manager and internal teams to ensure prompt and effective resolution. * Cross sell and up sell all products and services offered by Gulf Air Holidays. * Maintain accurate and up\-to\-date records in CRM platforms in accordance with internal protocols and SLAs. * Collaborate with internal departments and external partners (travel agents, hotels, ground handlers) to resolve issues and deliver seamless customer experience. * Gather and relay customer feedback to the Customer Support Manager, helping to identify areas for improvement in service and offerings. * Stay informed on the latest holiday products, policies, promotions, and system changes to deliver consistent and updated information to customers. * Ensure strict compliance with SLAs, refund policies, safety standards, and relevant travel regulations. * Participate in service recovery efforts, team meetings, training sessions, and process improvement initiatives led by the Customer Support Manager. * Participate in regular team briefings and knowledge\-sharing sessions to stay informed about current campaigns, procedures, and updates. * Ensure adherence to company policies, grooming standards, and professional conduct when dealing with customers and colleagues. EDUCATION AND OTHER QUALIFICATION REQUIREMENTS:* Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting. * Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.