Controller Customer Service; Gulf Air

GF1801 - CONTROLLER CUSTOMER SERVICE (GULF AIR HOLIDAYS)

Company

Gulf Air Group

Division

Operations

Location

Department

Closing Date

01-Oct-2025

Assist the Head – Customer Service to achieve compliance and service quality standards by making sure all activities related to customer service are in line with stipulated aviation guidelines and policy of GF.

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.

Ensure all email communications received are responded with appropriate solutions in a timely manner.

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.

Assist the product development team and sales team with any special tasks/projects such as product loading, sales activation events, and others.

Monitor and assist in delivery of excellent service experiences and review of customer feedback through…