Introduction

Alibaba Travels is looking for a Senior International Flight Specialist to manage and execute specialized processes for searching, booking, issuing, changing, refunding, and following up on international flight tickets, with a focus on providing fast, accurate, and cost-effective solutions to customers and partners.

This role, in addition to strong technical mastery of reservation systems, is responsible for resolving complex cases, transferring knowledge to junior specialists, and collaborating effectively with teams to continuously improve service quality and team productivity.

Responsibilities

• Search, book, issue, change, refund, and cancel international flight tickets and provide the best options based on route, airline rules, price, and customer needs.
• Review and interpret fare rules and conditions, including Fare Rules, Penalty, Refund, and Reissue/Revalidation.
• Manage and resolve complex cases such as flight changes, No-show, Schedule Change, and Irregular Operations, and follow up until customer satisfaction is achieved.
• Maintain professional communication with airlines, suppliers, agencies, and other stakeholders.
• Provide specialized support to the team and transfer knowledge and experience to junior specialists.
• Work closely with sales, support, and operations teams.
• Identify errors and process bottlenecks and propose improvements.
• Follow company policies, SLAs, and airline regulations, and accurately document actions in relevant systems.

Requirements

• Minimum 3 years of relevant experience in sales, issuing, and after-sales services for international flight tickets.
• Proven hands-on experience with at least one GDS system (Amadeus, Sabre, or similar systems).
• Good command of English, especially for reading and interpreting fare rules and flight information.
• Ability to solve complex, non-routine issues with high attention to detail.
• Ability to manage multiple requests simultaneously, prioritize effectively, and stay focused in high-traffic and time-sensitive situations.
• High ownership, customer-centric mindset, teamwork, and knowledge-sharing attitude.
• Ability to adapt to rapid changes in airline rules, systems, and market conditions.