Junior Airline Customer Service Executive

About the Org

We’re adventure seekers. Smile givers. Impact makers.

We’re TUI, a leading global travel and leisure experience company counting 1200 travel agencies, five airlines with around 130 planes, over 400 hotels, 16 cruise liners, various digital platforms for leisure activities, and most importantly over 60,000 brilliant colleagues worldwide. Our passion is making holiday dreams come true for our 21 million customers.

TUI - Airline Holidays, based in Kuala Lumpur / Bangsar, is a fully-owned subsidiary of TUI Group providing end-to-end holiday package solutions for some of the world’s best airlines. Offering holiday packages, event tickets, hotels, tours and more globally under the airline brand, we are continuously growing our airline partners and offerings for our customers.

Job Tittle

Junior Airline Customer Service Executive

Reports to

CS Team Leader

Summary of the Role

Join our dynamic Operations team as a Junior Airline Customer Service Executive. This entry-level position is perfect for an enthusiastic recent graduate eager to launch a career in the aviation / travel industry. You will be the primary point of contact for our customers who are booking travel on our platform, delivering excellent customer service and critical system support across phone, email and live chat channels. This role provides comprehensive training and a clear path to becoming an expert in customer support & Incident management.

Key Responsibilities

• Deliver excellent customer service and manage the needs of our airlines through our communication channels (phone, email, live chat).
• Servicing airline requests including but not limited to support of the system, escalations to the technology team, training.
• Proactive detection, analysis, diagnosis and recovery, leading to incident prevention and reduced customer impact.
• End to end responsibility of communication activities during major incidents.
• Accountable for meeting individual KPIs and team goals.
• Continuously identify work process improvements.
• Identification and communication of workaround solutions to reduce business impact.
• Take ownership of issues and concerns of customers, including operational issues, queries, etc.
• Analysis of functional incidents leading to resolution.
• Contribute to root cause analysis, undertaking post‑incident reviews with focus on identifying process and operational improvements.
• Provide a single point of contact for escalation of highly complex business problems, taking responsibility, bringing in other resources as needed to reach resolution and closure of the issue.
• Represent the organization in Operational Meetings and provide input on processes relating to incident management, problem management and change management.
• Work in collaboration with Dev / Ops to improve the overall stability of the production environment.

What We Are Looking For (Requirements & Mindset)

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