Support Services Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver expert operational and ticketing support for the client's worldwide operations.

• Arrange air, car, hotel, and rail travel utilizing Sabre, ensuring precision, adherence to policies, and cost-effectiveness.

• Utilize knowledge of airline operations, fare structures, ticketing protocols, reservation methods, and travel policies.

• Oversee reservations, exchanges, cancellations, and itinerary modifications for both domestic and international travel.

• Offer global fulfillment assistance to clients, VICs, and VIP travelers.

• Address booking inquiries, troubleshoot challenges, and provide prompt, high-quality customer service.

• Supply emergency travel support and appropriately escalate complex issues.

• Handle a high volume of email and phone requests while adhering to SLA standards.

• Keep login credentials updated for airline websites and tools utilized by VICs.

• Assist with debit memo management and generate administrative reports.

• Ensure all bookings comply with fare regulations and airline policies, including POC/O&D requirements.

• Collaborate with the Service Support Lead and Managers to pinpoint recurring issues and enhance processes.

• Engage in team meetings and share best practices.

⛳️ Requirements

• Minimum of 3 years in a travel service setting, managing bookings and addressing client concerns.

• High School diploma or equivalent is mandatory.

• Direct experience with a Global Distribution System (GDS), specifically expertise in Native Sabre is essential.

• Skilled in itinerary creation, fare pricing, reservations and ticketing, post-booking services, voluntary and involuntary changes, refunds, residual value management, and manual fare construction using airline waivers and relevant fare rules.

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and capacity to manage multiple tasks in a dynamic environment.

• Ability to work collaboratively across various departments.

• Capacity to engage with top-level executives.

• Skill in building and maintaining solid relationships with travel advisors.

• Experience in a travel arrangement company or a related industry.

• Remarkable attention to detail.

• Strong comprehension skills, including understanding airline fare rules, ticketing policies, SOPs, client instructions, and technical documentation.

• Proven capability to perform under pressure and manage high volumes of requests while ensuring accuracy and timeliness.

• Laptop/computer with a minimum of 8GB RAM.

• Headset, preferably equipped with a noise-canceling microphone.

• Reliable and fast internet connection of at least 100 Mbps.

• Currently residing in the Philippines and legally authorized to work there.

🏝️ Benefits

• 13th Month Pay

• Healthcare (HMO)

• Comprehensive Fringe Benefits package

• Free Learning and Development Programs

• SSS

• PhilHealth

• Pag-ibig

• 100% Remote Work