Key Responsibilities:
The Virtual Assistant will monitor flight availability and booking activity in real time, research and coordinate flight options based on client requirements, and process or monitor flight bookings, changes, rebookings, cancellations, and related requests. The role will require careful review of passenger information, flight details, dates, routes, pricing, and booking references while proactively following up on pending or time-sensitive requests and escalating discrepancies or booking issues when necessary. The role will also provide high-quality customer service through designated communication channels such as chat, email, and WhatsApp. The VA will respond to client inquiries, clarify requirements, provide timely updates, and ensure requests are properly understood and followed through from start to finish. The VA will be responsible for accurately recording booking information, client requests, transactions, and follow-through items in designated trackers and systems. This includes maintaining detailed and up-to-date spreadsheets, logs, and operational records, verifying information before finalizing transactions, tracking discrepancies, and ensuring outstanding items are properly documented and resolved. The position will also support general administrative and operational requirements related to flight booking and monitoring. This includes managing multiple client requests, booking platforms, trackers, and communication channels simultaneously; following established SOPs; identifying workflow gaps; taking initiative to resolve issues within scope; and escalating concerns when additional approval or clarification is required.
Required Qualifications & Skills:
- At least 8–12 months of hands-on experience in flight booking, airline reservations, travel operations, or a closely related travel-services environment.
- Very good to proficient multitasking skills, with the ability to manage multiple clients, requests, and priorities without losing focus or compromising accuracy.
- Ability to quickly learn and adapt to new digital tools and systems, particularly Microsoft Office, Excel, Google Workspace, and other booking or workflow platforms.
- Strong ability to capture, document, and accurately log booking details, transactions, client requests, and follow-through items in trackers, spreadsheets, or designated systems.
- Exceptional attention to detail and precision, particularly when handling passenger information, flight details, dates, routes, pricing, and booking references.
- Strong organizational and time-management skills.
- Excellent written and verbal communication skills with a professional, responsive, and customer-focused approach.
- Ability to remain calm, organized, and accurate when handling urgent or time-sensitive requests.
- Strong analytical thinking, initiative, and problem-solving skills.
- Ability to work independently with minimal supervision and take ownership of assigned tasks.
- Reliable internet connection (min of 100 MBPS) and a suitable remote-work environment.
Good to Have:
- B2B miles brokerage experience/knowledge
- Experience with miles/points programs or loyalty programs
- Familiarity with mileage calculation, fare classes, and airline loyalty programs
- Experience working in a travel agency, flight brokerage, airline, or travel-sales environment
- Experience handling high-value or complex flight bookings
Core Competencies:
- Attention to Detail & Accuracy – Ability to verify critical booking and customer information with precision and consistently maintain high-quality output, including details of foreign passports/travel documents.
- Multitasking & Focus – Ability to manage multiple clients, booking requests, communication channels, and trackers simultaneously without losing track of details.
- Customer Service Excellence – Professional, responsive, and solutions-oriented when assisting clients, particularly during urgent or time-sensitive situations.
- Adaptability & Digital Proficiency – Quickly learns new systems, tools, platforms, and processes and can confidently navigate multiple digital applications, within first week on training and be able to apply the SOPs immediately.
- Ownership & Initiative – Proactively follows up, identifies gaps, resolves issues within scope, and ensures requests are completed properly.
- Analytical & Problem-Solving Ability – Can assess booking situations, identify discrepancies, research available options, and determine the appropriate next action, including on SOP- derivative contexts.
- Communication – Clear, professional, and timely communication with clients and internal stakeholders, with the ability to escalate issues appropriately.
Candidate Profile:
The ideal candidate is not simply a reactive customer service specialist. We are looking for someone who already understands the fundamentals of flight booking and travel operations and can combine that knowledge with strong customer service, multitasking, documentation, proactive and collaborative problem-solving skills. The strongest candidate will be someone who can work independently, learn quickly, handle multiple client requests without losing focus, maintain exact accuracy, and take ownership of each request from start to finish.
Employment Type:
- Remote
- Part-Time (25-30 hours per week)
- Start date: ASAP
