Customer Service & Reservations Executive (City Ticket Office – CTO)

AVIAREPS has over 30 years experience providing professional passenger GSA services and tourism marketing to clients around the globe. As the world’s leading GSA and Tourism representation organization with more than 75 offices in over 70 countries, AVIAREPS represents airlines as well as destinations, hotels, attractions, airports, cars, trains, cruise lines, retailers and import/export organizations, and offers a full suite of B2B and B2C services which includes sales & reservations, marketing, digital, and PR programs.

Customer Service & Reservations Executive (City Ticket Office – CTO)

Dedicated to a leading online carrier's operations in Portugal

Location: Lisbon city office, Portugal

About The Role

AVIAREPS is the world's leading provider of airline representation, tourism marketing, and General Sales Agent (GSA) services, operating in more than 70 countries worldwide.

As part of the management of a leading online carrier's operations in Portugal, we are looking to strengthen our City Ticket Office (CTO) team by recruiting experienced aviation professionals with a strong background in reservations, ticketing, and customer service.

Key Responsibilities

• Provide reservations, ticketing and customer service support to travel agencies and direct customers.
• Handle flight reservations, ticket issuance, exchanges, reissues and refunds in accordance with the airline's policies and IATA procedures.
• Support travel agencies with the airline's fares, ticketing policies, and commercial procedures.
• Respond to enquiries regarding schedules, baggage allowances, travel documentation, and special services.
• Manage group bookings, post-sales requests, reservation changes, and customer service cases.
• Work closely with the airline's Commercial, Sales, Revenue, and Operational departments.
• Ensure high service quality standards and compliance with established Service Level Agreements (SLAs).
• Maintain professional and effective working relationships with travel agencies across Portugal.

Candidate Profile

• Minimum of 2 years' experience with an airline, GSA, airline consolidator, or travel agency.
• Proven experience providing B2B support to travel agencies.
• Strong knowledge of Global Distribution Systems (GDS), preferably Amadeus.
• Experience with BSP ticketing, exchanges, reissues, refunds, and fare construction.
• Good knowledge of IATA rules and airline procedures.
• Excellent communication and customer service skills.
• Strong organizational and time management abilities.
• Ability to prioritize workload and perform effectively under pressure.

Requirements

• Fluency in Portuguese.
• Intermediate to advanced English.
• Spanish language skills will be considered an advantage.
• Proficiency in Microsoft Office.
• Availability to work on-site in Lisbon.

Preferred Experience

Preference will be given to candidates with previous experience in:

• International airlines (such as TAP Air Portugal, Emirates, Air France-KLM, Lufthansa Group, Qatar Airways, Turkish Airlines, among others)
• General Sales Agents (GSAs)
• Airline consolidators
• Travel agencies
• Tour operators

Additional Preferred Qualifications (Highly Valued For The Airline Operation)

Candidates with experience in the following areas will be particularly valued:

• B2B customer service and support for travel agencies.
• African markets, particularly Angola, Mozambique, Cape Verde, São Tomé and Príncipe, and other Portuguese-speaking African countries.
• Published and private fares, fare negotiation, and commercial agency support.
• Amadeus Selling Platform and BSP ticketing.
• ADM/ACM management, refunds, reissues, and exchanges.
• Group bookings and Special Service Requests (SSR/OSI).
• Previous experience working for an airline or General Sales Agent (GSA).
• Knowledge of airline commercial policies and distribution channels.

Personal Competencies

• Strong customer and service orientation.
• Excellent interpersonal and communication skills.
• High level of accuracy and attention to detail.
• Proactive attitude with a collaborative team spirit.
• Ability to work independently while managing multiple priorities.
• Resilience and composure in a fast-paced operational environment.
• High standards of integrity, professionalism, and confidentiality.

What We Offer

• The opportunity to join AVIAREPS, the world's leading airline representation company.
• A key role supporting a leading online carrier's operations in Portugal.
• Initial and ongoing professional training.
• An international and multicultural working environment.
• Excellent career development opportunities within a global organization.
• Competitive salary and benefits package, commensurate with experience.

Interested? If you are passionate about aviation, customer service, reservations and ticketing, we would be happy to hear from you. Please apply directly through the following link: Customer Service & Reservations Executive

For any enquiries, please contact Ibelhin Polo at [email protected], Carla Silva at [email protected] & Joan Creixell at [email protected].

AVIAREPS SPAIN S.L., with VAT ID B84594217 and contact person Ibelhin Polo, will process the data received when applying for the position in question as the data controller. This process is carried out for the purpose of managing the currently active selection process based on the application of precontractual measures under Article 6.1. b) of the GDPR, as well as for future selection processes if your profile is of interest, based on consent under Article 6.1 a). AVIAREPS SPAIN S.L. will not disclose your data to third parties except where required by law. Additionally, your CV will be retained for a maximum period of 2 years, after which it will be destroyed. You may also exercise your rights of access, rectification, erasure, objection, restriction of processing, data portability, and to not be subject to automated individual decision-making, or obtain additional information about the processing by contacting: [email protected].