Sales & Customer Service Agent – Airline

About the role

Royal Jordanian is looking for a dynamic Sales & Customer Service Agent to handle reservations, ticketing and travel enquiries across call‑center and counter channels. The role combines front‑line customer support with proactive sales of airline products and ancillary services.

Key responsibilities

• Respond to customer inquiries via phone, email and face‑to‑face, providing accurate information on flight schedules, fares and policies.
• Process reservations, ticket issuance, reissues, refunds and payments in line with company procedures.
• Assist travel agents and corporate clients with special service requests and baggage issues.
• Recommend suitable flight connections and travel solutions tailored to customer needs.
• Promote and upsell Royal Jordanian products, ancillary services and special offers to maximise revenue.
• Maintain sales records and prepare daily transaction and sales reports for finance and audit.
• Coordinate with internal departments to resolve issues and ensure service recovery.
• Adhere to airline regulations, company policies and quality standards.

Required profile

• Strong customer‑service orientation with excellent communication skills.
• Sales mindset with ability to identify opportunities and upsell.
• Ability to work under pressure, manage multiple tasks and maintain attention to detail.
• Team player with a positive, professional attitude.
• Willingness to work shifts, including weekends and public holidays.

Required skills

• Proficiency in Microsoft Office applications.