About the Job

We are seeking an experienced Customer Service Representative  to join our Customer Service Team. This role focuses on handling urgent customer issues, travel disruptions, and high-priority cases that require rapid resolution. You will act as a critical point of contact for escalations, ensuring swift and professional responses to complex situations. The role is fully remote open to candidates based anywhere in the Asia region. 

Key Responsibilities

• Handle emergency and urgent customer inquiries via phone, email, and chat
• Resolve escalated issues and provide timely, effective solutions
• Coordinate with internal teams, hotels, and partners to address travel disruptions
• Maintain accurate records and documentation of incidents and resolutions
• Monitor and track emergency cases to ensure resolution within SLA
• Contribute to process improvements for the Emergency Team
• Support junior team members and provide guidance during high-pressure situations

Our Ideal Candidate

• 4–5 years of experience in customer service, preferably in travel, hospitality, or emergency support
• Strong problem-solving and decision-making skills under pressure
• Excellent communication and interpersonal abilities
• Proficient with Microsoft Office and customer service tools
• Ability to multitask in a fast-paced, high-stress environment
• Detail-oriented and highly organized
• Experience handling escalations and urgent cases
• Business English plus another Asian language 

About the role:

Booking Agent is responsible for managing the scheduling, coordination, and organization of appearances, performances, or engagements for clients, typically within the entertainment, travel, or hospitality industry. Booking agents act as the liaison between their clients and venues, promoters, or event organizers to ensure that their clients get booked for opportunities that align with their career or business goals. Below is a general job description for a Booking Agent:

Job Responsibilities:

Client Representation:

• Act as the primary representative for clients such as musicians, actors, speakers, or other talent.
• Negotiate and secure bookings for events, performances, tours, or appearances based on client availability and career goals.

Contract Negotiation:

• Draft, review, and negotiate contracts with event organizers, promoters, or venue operators.
• Ensure that contract terms (e.g., compensation, accommodations, performance requirements) are favorable to the client.

Scheduling and Coordination:

• Manage and coordinate client schedules to avoid conflicts and optimize bookings.
• Liaise with venues, organizers, and other agents to confirm bookings, travel arrangements, and technical requirements.

Relationship Management:

• Build and maintain strong relationships with venues, event promoters, production companies, and other industry contacts.
• Develop a network of clients and industry connections to maximize booking opportunities.

Client Promotion:

• Work with marketing and PR teams to promote clients and their upcoming performances or appearances.
• Identify new opportunities for clients in areas such as media interviews, public appearances, and social media campaigns.

Financial Management:

• Handle financial aspects of bookings, including negotiating fees, collecting payments, and ensuring that clients are paid on time.
• Prepare financial reports detailing earnings, expenses, and profit margins from booked events or appearances.

Market Research:

• Research and identify potential opportunities for bookings based on industry trends, audience demographics, and regional popularity.
• Stay up to date with industry changes, competitor activity, and new venues or platforms where clients can perform or present.

Problem-Solving:

• Troubleshoot any issues related to bookings, such as last-minute cancellations, logistical problems, or client demands.
• Coordinate with venues or event organizers to address any technical or logistical challenges.

Administrative Duties:

• Maintain detailed records of all bookings, including contracts, schedules, and client preferences.
• Provide regular updates to clients regarding their schedules, bookings, and payment statuses.

Key Skills:

• Strong negotiation and communication skills.
• Knowledge of the entertainment or travel industry.
• Ability to manage multiple clients and bookings simultaneously.
• Problem-solving skills and the ability to handle high-pressure situations.
• Networking and relationship-building abilities.
• Attention to detail and organization skills.
• Familiarity with contract law and financial management.

Education & Experience:

• A bachelor’s degree in business, communications, entertainment management, or a related field (preferred).
• Previous experience working as an agent, manager, or in a related role within the entertainment or travel industry.
• Familiarity with booking platforms, industry trends, and legal requirements for contracts and bookings.

About the Job

We are seeking an experienced Customer Service Representative  to join our Team. This role focuses on handling urgent customer issues, travel disruptions, and high-priority cases that require rapid resolution. You will act as a critical point of contact for escalations, ensuring swift and professional responses to complex situations.

Key Responsibilities

• Handle emergency and urgent customer inquiries via phone, email, and chat
• Resolve escalated issues and provide timely, effective solutions
• Coordinate with internal teams, hotels, and partners to address travel disruptions
• Maintain accurate records and documentation of incidents and resolutions
• Monitor and track emergency cases to ensure resolution within SLA
• Contribute to process improvements for the Emergency Team
• Support junior team members and provide guidance during high-pressure situations

Our Ideal Candidate

• 4–5 years of experience in customer service, preferably in travel, hospitality, or emergency support
• Strong problem-solving and decision-making skills under pressure
• Excellent communication and interpersonal abilities
• Proficient with Microsoft Office and customer service tools
• Ability to multitask in a fast-paced, high-stress environment
• Detail-oriented and highly organized
• Experience handling escalations and urgent cases

About the role:

Booking Agent is responsible for managing the scheduling, coordination, and organization of appearances, performances, or engagements for clients, typically within the entertainment, travel, or hospitality industry. Booking agents act as the liaison between their clients and venues, promoters, or event organizers to ensure that their clients get booked for opportunities that align with their career or business goals. Below is a general job description for a Booking Agent:

Job Responsibilities:

Client Representation:

• Act as the primary representative for clients such as musicians, actors, speakers, or other talent.
• Negotiate and secure bookings for events, performances, tours, or appearances based on client availability and career goals.

Contract Negotiation:

• Draft, review, and negotiate contracts with event organizers, promoters, or venue operators.
• Ensure that contract terms (e.g., compensation, accommodations, performance requirements) are favorable to the client.

Scheduling and Coordination:

• Manage and coordinate client schedules to avoid conflicts and optimize bookings.
• Liaise with venues, organizers, and other agents to confirm bookings, travel arrangements, and technical requirements.

Relationship Management:

• Build and maintain strong relationships with venues, event promoters, production companies, and other industry contacts.
• Develop a network of clients and industry connections to maximize booking opportunities.

Client Promotion:

• Work with marketing and PR teams to promote clients and their upcoming performances or appearances.
• Identify new opportunities for clients in areas such as media interviews, public appearances, and social media campaigns.

Financial Management:

• Handle financial aspects of bookings, including negotiating fees, collecting payments, and ensuring that clients are paid on time.
• Prepare financial reports detailing earnings, expenses, and profit margins from booked events or appearances.

Market Research:

• Research and identify potential opportunities for bookings based on industry trends, audience demographics, and regional popularity.
• Stay up to date with industry changes, competitor activity, and new venues or platforms where clients can perform or present.

Problem-Solving:

• Troubleshoot any issues related to bookings, such as last-minute cancellations, logistical problems, or client demands.
• Coordinate with venues or event organizers to address any technical or logistical challenges.

Administrative Duties:

• Maintain detailed records of all bookings, including contracts, schedules, and client preferences.
• Provide regular updates to clients regarding their schedules, bookings, and payment statuses.

Key Skills:

• Strong negotiation and communication skills.
• Knowledge of the entertainment or travel industry.
• Ability to manage multiple clients and bookings simultaneously.
• Problem-solving skills and the ability to handle high-pressure situations.
• Networking and relationship-building abilities.
• Attention to detail and organization skills.
• Familiarity with contract law and financial management.

Education & Experience:

• A bachelor’s degree in business, communications, entertainment management, or a related field (preferred).
• Previous experience working as an agent, manager, or in a related role within the entertainment or travel industry.
• Familiarity with booking platforms, industry trends, and legal requirements for contracts and bookings.

Job Description

We are looking for a mid to senior Flight Operations Agent (FOA) to join our growing flight operations function.

As a Flight Operations Agent at Nuitée, you will be responsible for manual ticket servicing and execution across our flight suppliers (Sabre, Travelport, ATLAS), including voluntary changes, involuntary re-accommodation, refunds, and complex pricing scenarios.

You will act as the final execution authority for post-ticket actions and will operate in an environment where Nuitée owns the ADM risk. This requires strong airline knowledge, disciplined judgment, and the ability to balance commercial outcomes with audit defensibility.

You will work closely with L1 Support, Product, Engineering, Supply, and Finance to ensure flight servicing is accurate, scalable, and aligned with Nuitée’s risk policies.

Job Requirements

• 5–8+ years of experience in flight operations, ticketing, or post-booking servicing
• Hands-on experience executing ticket changes, reissues, and refunds via:
  • Sabre
  • Travelport
  • LCC platforms 
• Strong understanding of:
  • fare rules
  • voluntary vs involuntary changes
  • airline waivers
  • audit and ADM mechanics
• Experience operating as agency of record (own IATA or host/shared PCC)
• Comfortable making judgment calls where rules allow but risk may not justify execution
• Able to work in API-driven, high-volume B2B or B2B2C environments
• Calm, precise, and disciplined under pressure
• Strong written communication skills for explaining decisions to internal teams and partners
• Experience working with ticketing, financial, and case-management systems (e.g. Zendesk, backoffice tools)

Job Responsibilities

Flight Servicing & Execution

• Execute manual servicing actions including:
  • voluntary ticket changes
  • refunds
  • name corrections
  • involuntary re-accommodation
• Perform accurate pricing and repricing using Sabre, Travelport, and ATLAS
• Ensure all executions comply with fare rules, airline policies, and Nuitée servicing guidelines

Risk & Audit Ownership

• Assess whether changes are:
  • allowed by fare rules
  • defensible in an airline audit
  • within Nuitée’s accepted ADM risk envelope
• Make independent decisions to approve or reject servicing requests based on risk
• Document execution rationale clearly for audit and post-mortem purposes
• Support ADM investigations and responses in collaboration with Ops and Finance

Cross-Functional Collaboration

• Receive escalated cases from L1 Support via Zendesk
• Provide clear, structured outcomes back to Customer-facing teams
• Work with Product and Engineering to identify:
  • tooling gaps
  • automation opportunities
  • systemic failure patterns
• Provide feedback to Supply on airline behavior, waiver patterns, and risk exposure

Operational Excellence

• Maintain high accuracy and consistency in execution
• Follow and help evolve Nuitée’s servicing allowlists and risk policies
• Contribute to playbooks, SOPs, and internal training materials
• Act as a reference point for less experienced FOAs as the team scales

About the job:

We are looking for a dedicated Customer Service Representative to join our team.

The ideal candidate should be well-spoken with a professional demeanor and strong customer service and computer skills.

Key Responsibilities:

• Listening to customer concerns and providing information, answers, or responses.
• Handling customer complaints and processing returns effectively.
• Ensuring customer satisfaction
• Handle customer enquiries via the telephone and email by providing accurate information regarding products and product applications and process telephone orders accordingly.
• Cross team collaboration 

Our Ideal Candidate:

• An associate's or bachelor's degree 
• 1 to 2 years experience in the same or similar role.
• Portuguese and English are mandatory (Spoken and Written)
• Good data entry and typing skills.
• Good IT skills, particularly in word, excel and including Microsoft office.
• Excellent problem-solving and analytical skills.
• Effective communication skills, both written and verbal.