Sr. Customer Service Agent Passenger Ticketing & Group Sales

Job Posting:

SeniorCustomer Service Agent -

Passenger Ticketing & Group Sales Location:

Ethiopian Airlines, Chicago Office Company:

Ethiopian Airlines Group Inc. Ethiopian Airlines, the largest and most respected airline in Africa, is seeking a dedicated and enthusiastic Customer Service Agent to join our dynamic team at Chicago office. This is a great opportunity for individuals passionate about delivering exceptional service and creating outstanding travel experiences. About the

Role Position Summary:

The Customer Service Agent is responsible for delivering excellent front-line service to passengers and travel agents at the Ethiopian Airlines Chicago Office. The role focuses on individual and group ticketing, fare quotations, itinerary planning, and resolving customer inquiries efficiently while ensuring compliance with company policies and procedures. Key Responsibilities. Handle walk-in, phone, and email inquiries related to flight bookings, schedules, ticketing, and fare quotes Issue and reissue tickets, process refunds, exchanges, and manage travel changes using Amadeus or other GDS platforms Coordinate all aspects of group sales, including seat requests, fare negotiations, follow-ups on payments, and group ticket issuance Provide accurate information on fare rules, travel policies, baggage allowances, and entry requirements Maintain professional and timely communication with travel agencies, corporate clients, and individual customers Support marketing campaigns by promoting group travel packages, promotional fares, and loyalty programs (Sheba Miles) Resolve customer issues, complaints, or disputes calmly and efficiently, escalating when necessary Ensure compliance with Ethiopian Airlines' policies, DOT requirements, and IATA standards Maintain records and documentation for audits, sales tracking, and reporting Collaborate with sales and station teams to ensure a seamless customer experience

Qualifications and Requirement:

Associate or bachelor's degree in Travel, Business, or a related field preferred Minimum 2 years of experience in an airline or travel agency customer service or ticketing role Proficiency in Amadeus GDS (ticketing, pricing, group booking) required Strong communication and interpersonal skills, with fluency in English (Amharic is a plus) Excellent customer service, organizational, and time management abilities Familiarity with U.S. DOT, TSA, and travel regulations is an advantage Must be legally authorized to work in the

United States Work Conditions:

Based in the Chicago office (in-person) Standard business hours (Monday-Friday), with occasional flexibility required for group deadlines or special cases Office-based, customer-facing environment Join us and be part of a proud legacy, offering exceptional service while advancing your career in a collaborative and supportive environment.

Job Type:

Full-time Pay:

$5,016.00 per month

Benefits:

401(k) matching Dental insurance Employee discount Health insurance On-the-job training Paid time off Vision insurance

Work Location:

In person