Flight Operations Agent L2 - Post-Booking Servicing

Casablanca, Casablanca-Settat, Morocco

Décryptage du poste par Postule AI

Résumé du rôle

Nuitée seeks an experienced Flight Operations Agent L2 to handle complex post-booking flight servicing requests. This escalation-level role requires deep expertise in GDS platforms (Sabre, Amadeus, Travelport, etc.), airline servicing procedures, and booking modifications. You'll make critical operational decisions, manage booking changes, and collaborate cross-functionally to improve processes. Based in Casablanca, this on-site position suits professionals with 1-3 years of airline or travel operations experience who thrive in fast-paced startup environments.

Exigences clés (estimation)

Manage escalated flight servicing requests and execute manual booking modifications including schedule changes, name corrections, and re-accommodations
Work within GDS and airline platforms to manage complex booking scenarios across multiple suppliers while ensuring accuracy and compliance
Assess servicing requests and determine whether Nuitée should intervene or redirect travelers to airlines, evaluating operational and commercial risk
Communicate case outcomes to internal stakeholders and collaborate with Product, Engineering, and Operations teams on process improvements
Maintain operational excellence through accurate documentation, knowledge base development, and support for team onboarding and scaling

Compétences

GDS platform expertise (Sabre, Amadeus, Travelport, Galileo, or Worldspan)Flight operations and airline servicing knowledgeBooking modification and complex case managementOperational decision-making and risk assessmentWritten communication and documentation skillsIndependent work capability with minimal supervision

Niveau estimé

This role targets professionals with 1-3 years of experience in flight operations, airline servicing, or travel support. You should have hands-on GDS platform experience and proven ability to handle complex booking scenarios independently.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: full-time
Mode de travail: Sur site
Niveau d'expérience: 1–3 ans
Fonction: Service client / SAV
Secteur: Informatique / IT
Langues: Anglais

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About the Role

The Flight Operations Agent L2 handles complex post-booking flight servicing requests requiring technical expertise, operational judgment, and manual intervention. You will act as the escalation point for L1 Support, evaluating and executing booking modifications while ensuring compliance with airline policies, GDS procedures, and Nuitée's operational guidelines.

Main Responsibilities

Manage escalated flight servicing requests from L1 Support and execute manual booking modifications including involuntary schedule changes, name corrections, and re-accommodations
Work daily within GDS and airline platforms to manage bookings, navigate complex scenarios across multiple suppliers, and ensure accurate documentation
Assess servicing requests to determine whether Nuitée should intervene or redirect travelers to airlines, evaluating operational and commercial risk
Communicate case outcomes to Customer Support and collaborate with Product, Engineering, and Operations teams on process improvements
Maintain high accuracy and consistency across servicing activities, contribute to documentation and knowledge bases, and support team onboarding

Required Qualifications

Experience in flight operations, airline servicing, ticketing, or post-booking support
Hands-on experience with at least one major GDS platform (Sabre, Travelport, Amadeus, Galileo, or Worldspan)
Strong understanding of airline booking and servicing processes and experience managing complex flight-related cases
Strong decision-making, problem-solving, and written communication skills
Ability to work independently with minimal supervision in a fast-paced startup environment
Willingness to work shifts as operational requirements evolve

Nice to Have

Experience in OTAs, TMCs, airlines, consolidators, or travel technology companies
Experience with customer support platforms such as Zendesk
Familiarity with API-driven travel environments and modern travel technology platforms
Experience supporting high-volume B2B or B2B2C travel operations

Key Competencies

Technical expertise in flight servicing and airline operations
Strong operational judgment and attention to detail
Ownership, accountability, and self-sufficiency
Clear communication and ability to perform effectively under pressure

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