Operations Agent

JOB SCOPE :• Support the day-to-day operations of airport services by coordinating customer bookings, communicating with service providers, and following up on service delivery across airport service touchpoints, including lounge access, fast track, meet & assist, transport, and other related services.• Ensure customer bookings are accurately communicated and followed up with relevant service providers in line with booking details and service standards. Handle customer inquiries, booking changes, and operational issues in a timely and professional manner, escalating complex cases when required to support a smooth passenger experience.JOB RESPONSIBILITIES :• Receive and process incoming bookings, ensuring accurate and timely communication with the relevant service providers.• Coordinate with suppliers and service providers to confirm booking details, service readiness, and service completion.• Follow up on the status of customer bookings and ensure services are delivered according to booking requirements and agreed service standards.• Maintain regular operational communication with lounges, fast track providers, meet & assist teams, transport providers, and other service partners.• Respond to customer inquiries, booking requests, last-minute changes, and special service requirements in a timely and professional manner.• Support the handling of booking amendments, cancellations, and refunds by coordinating with relevant internal teams and service providers.• Identify service delays, disruptions, or booking discrepancies and take appropriate action within established procedures.• Escalate complex operational issues, service failures, and customer complaints to the relevant supervisor or management team when required.• Assist in resolving customer complaints and service-related issues by coordinating with service providers and relevant stakeholders.• Follow up on reported issues to ensure they are properly documented and resolved.• Maintain accurate records of bookings, service status, customer requests, incidents, and operational updates.• Report recurring service issues, supplier performance concerns, and operational challenges to the supervisor or management team.• Provide operational feedback to support improvements in service delivery and customer experience.• Follow established operational procedures, service standards, and airport regulations.• Work closely with internal teams, service providers, and other stakeholders to support smooth daily operations and service delivery.JOB REQUIREMENTS :• 1–3 years of experience in operations, hospitality, airport services, travel, tourism, or customer service roles.• Previous experience in customer service, booking coordination, airport operations, or working with service providers is an advantage.• Good communication and coordination skills.• Good problem-solving skills and the ability to handle day-to-day operational issues.• Ability to handle multiple bookings, customer requests, and operational tasks in a fast-paced environment.• Customer-focused attitude with the ability to handle inquiries and complaints professionally.• Good attention to detail and accuracy when processing bookings and updating operational records.• Ability to follow operational procedures and escalate issues when necessary.• Ability to work independently as well as part of a team.• Flexibility to work rotational shifts, weekends, and public holidays when required.• Good computer skills, including Microsoft Office applications and booking or operational systems.• Excellent command of English; additional languages are an advantage.