Junior Customer Care Executive

About the role

FITS AIR is seeking a Junior Customer Care Executive to serve as a primary point of contact for passengers and other customers. The role involves handling inquiries, resolving concerns, and delivering accurate travel information across phone, email, chat and other channels. You will contribute to a positive travel experience while supporting the airline’s service standards.

Key responsibilities

• Respond to customer inquiries via telephone, email, chat and other communication channels.
• Provide accurate information on flights, services, policies and procedures.
• Assist with ticketing, reservations and general travel‑related questions.
• Handle complaints professionally and escalate complex issues to relevant departments.
• Identify and resolve customer concerns efficiently, coordinating with internal teams.
• Follow up with customers to ensure satisfactory resolution.
• Maintain accurate records of interactions, complaints and resolutions.
• Prepare daily, weekly and monthly service reports and share updates with stakeholders.

Required profile

• Diploma or Bachelor’s degree in business, hospitality, aviation, travel & tourism or related field (advantageous).
• 1–3 years of customer service experience, preferably in airline, travel, hospitality, retail or telecommunications.
• Fluency in English and Sinhala is mandatory; Tamil or other languages are a plus.
• Basic understanding of airline ticketing, reservations and flight schedules.
• Strong verbal and written communication, problem‑solving and conflict‑resolution abilities.
• Ability to multitask, prioritize work and maintain attention to detail in a fast‑paced environment.

Required skills

• Experience with CRM systems or customer service platforms.
• Proficiency in MS Office applications.
• Proficiency in Google Workspace tools.