Sir Lankan Airlines
SriLankan Airlines Customer Service Agent (Ticketing) – Katunayake, Sri Lanka
SriLankan Airlines Ltd, the National Carrier of Sri Lanka and a proud member of the oneworld Alliance, is inviting applications for the role of Customer Service Agent (Ticketing) under its Worldwide Sales & Distribution division. The airline operates a global route network of over 100 destinations across 40+ countries, including codeshare operations spanning Europe, the Middle East, the Indian Subcontinent, Asia Pacific, and Australia, and has earned international recognition through industry awards including the World Travel Awards, PATA Gold Awards, and the APEX Passenger Choice Awards.
About the Role
Driven by Sri Lankan hospitality and a commitment to creating memorable travel experiences, SriLankan Airlines is looking for dynamic, customer-focused, and service-oriented young individuals to join its team as Customer Service Agents (Ticketing) — professionals who take genuine pride in going above and beyond for every customer they serve.
As a Customer Service Agent, you will be the face and first point of contact for customers, understanding their needs and delivering thoughtful, personalized service at every interaction, taking ownership of each customer’s journey, resolving queries with care and efficiency, and turning everyday transactions into moments of genuine hospitality — all while representing the values, professionalism, and unique Sri Lankan warmth that define SriLankan Airlines.
Who They’re Looking For: Customer-focused individuals who are passionate about delivering excellent service, enjoy connecting with people, and are committed to crafting exceptional travel experiences, all while representing SriLankan Airlines with professionalism and pride.
Job Responsibilities
- Assist passengers, travel agents, corporate clients, government institutions, and FlySmiLes frequent flyer members with reservations, ticketing, travel-related enquiries, and other customer requirements while delivering the highest standards of customer service.
- Provide accurate travel information on fares, applicable conditions, and travel options while handling ticket issuance, reissuance, and customer enquiries professionally.
- Interpret and provide accurate information on international immigration, visa, customs, and other travel regulations applicable to customers’ journeys.
- Promote FlySmiLes membership, airline products, and ancillary services by identifying customer needs and recommending the most suitable travel solutions.
- Handle special passenger requirements, including unaccompanied minors, medical assistance, wheelchair services, special baggage requests, and other special service requirements in accordance with airline policies and procedures.
- Respond promptly and professionally to customer enquiries through digital counters, telephone, email, and other communication channels, resolving issues to ensure a positive customer experience.
- Process customer payments accurately, issue relevant travel documents, and maintain accurate sales records and reports in compliance with company procedures.
- Coordinate effectively with airport, operational, and customer service teams to ensure the seamless handling of passenger requirements and service delivery.
- Maintain up-to-date knowledge of airline products, reservation systems, fare rules, and industry regulations to provide accurate information and professional customer service.
- Ensure all transactions and customer interactions comply with company policies, IATA regulations, aviation security requirements, and other applicable industry standards.
Eligibility Criteria
- Be a Sri Lankan citizen.
- Be between 18 and 27 years of age as of 29th August 2026 (the closing date of applications).
- Have obtained six (06) passes at the G.C.E. Ordinary Level Examination, including four (04) credit passes in one sitting, with credit passes for English and Mathematics (credit for English obtained at any sitting).
- Possess excellent command of spoken and written English with strong interpersonal and communication skills.
- Be computer literate and comfortable working in a digital environment.
- Maintain a smart, professional appearance and meet the prescribed Body Mass Index (BMI) requirements.
Job Information
- Division: Worldwide Sales & Distribution
- Job Type: Full-time (fixed-term contract)
- Industry: Airlines / Aviation
- City: Katunayake
- Province: Western
- Country: Sri Lanka
- Application Closing Date: 29 August 2026
Employment will be offered on a fixed-term contract basis. SriLankan Airlines is an equal opportunity organization, and shortlisting will be a reflection of suitability. The airline will correspond with applicants within a month of the advertisement’s closing date if their application is shortlisted for consideration.
To apply for this job please visit recruit.srilankan.com.
