About the Role
We are looking for a Customer Contact Agent to join our Airport Ticket Office team in Tobago on a fixed-term contract basis. Reporting to the Supervisor – Airport Ticket Office (Tobago), you will be the face of Caribbean Airlines for passengers checking in, asking questions, or needing assistance at the gate. This is a shift-based role, meaning you will work a variety of hours including weekends and holidays depending on flight schedules. Your job is to make sure every passenger interaction — whether ticketing, check-in, or gate service — is handled professionally, efficiently, and with genuine courtesy.
What You Will Be Doing?
Customer Service: You will consistently look for ways to exceed customer expectations. That means listening carefully to passenger concerns, understanding their issues (reservations, fares, tickets, ancillaries, or other services), and resolving problems in a professional, results-driven manner. You are not just processing transactions — you are solving real problems for real people.
Operational Effectiveness: You will use your assigned resources wisely to help meet or beat our customer service and on-time performance standards. When operational gaps arise (long lines, system delays, last-minute changes), you will help resolve them quickly to avoid disrupting flight schedules.
Reporting: You will deliver accurate and timely operational reports according to established timelines, following all company policies, procedures, and regulatory requirements.
Compliance: You will actively support our safety and quality culture by following both corporate and regulatory guidelines at all times.
What You Need to Qualify?
- At least five (5) CXC/GCE passes, including Mathematics and English
- Minimum of three (3) years of experience in a similar customer service operations role (airline industry experience is strongly preferred)
- Proficiency in MS Office Suite (Word, Excel, Outlook)
- Knowledge and hands-on experience using a Computerized Reservations System (CRS)
The Right Competencies for This Role
We need someone who thrives in a fast-paced, deadline-driven airport environment. That means you should have:
- A strong, natural customer service orientation
- Excellent verbal and written communication skills
- The ability to exercise judgment and take initiative without waiting to be told
- The composure to work well under pressure — flight delays and frustrated passengers are part of the job
Important Legal Requirement
The successful candidate must be legally authorized to work in Tobago. Please do not apply if you do not already have this authorization.
What You Should Know Before Applying
This is a contract (fixed-term) position, not permanent. All suitable applicants will be subject to pre-employment checks as required by Caribbean Airlines.
Why Join Caribbean Airlines in Tobago?
If you have the airline or high-volume customer service background, the CRS experience, and the professionalism to represent Caribbean Airlines well at our Tobago operation, we encourage you to apply.