Analyze cases of passengers affected by flight irregularities;
Interpret itineraries, connections, routes and travel logistics;
Anticipate scenarios and proactively identify customer needs;
Assist customers via WhatsApp and voice, website and email with empathy and clarity;
Record information in an organized and accurate manner;
Handle multiple simultaneous tasks (multitasking);
Maintain emotional control in situations of passenger frustration;
Follow up on the compensation/resolution process through to final resolution;
Use internal systems and back-office tools.

Experience in the travel sector (agency, tour operator, traveler support, etc.).
Ability to interpret itineraries, destinations, connections and travel rules.
Excellent written and verbal communication;
Empathy and sensitivity in customer service.
Ability to quickly understand situations and make decisions.
Organized and able to handle multiple tasks.
Emotional control and resilience.

Back Office Analyst – Travel, Aviation

Key skills