Support Services Agent
New
M
MultiplyMiiCorporate travel
Remote Philippines, EST (USA) scheduleFull-TimeMiddle
Salary60,000 - 80,000 PHP per month
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Job Details
- Languages
- Excellent verbal and written communications skills in English
- Experience
- 3+ years in a travel service environment, managing bookings and resolving client issues.
- Required Skills
- Customer service
Requirements
- Have 3+ years in a travel service environment, managing bookings and resolving client issues.
- Be a high school graduate or equivalent.
- Have direct experience with a Global Distribution System (GDS) and expertise in Native Sabre.
- Demonstrate proficiency in itinerary creation, fare pricing, reservations, and ticketing.
- Have experience with post-booking servicing, voluntary and involuntary changes, refunds, and residual value management.
- Be able to perform manual fare construction using airline waivers and applicable fare rules.
- Have excellent verbal and written communication skills in English.
- Manage multiple priorities in a fast-paced environment and collaborate across departments.
- Build and maintain strong relationships with travel advisors and work with top-level executives.
- Interpret airline fare rules, ticketing policies, SOPs, client instructions, and technical documentation accurately.
- Handle high volumes of requests under pressure while maintaining accuracy and timeliness.
- Have a computer with at least 8GB RAM, a headset, and a stable internet connection of at least 100 Mbps.
Responsibilities
- Book air, car, hotel, and rail travel using Sabre, ensuring accuracy, policy compliance, and cost-effectiveness.
- Manage reservations, exchanges, cancellations, and itinerary updates for domestic and international travel.
- Provide global fulfillment assistance to clients, VICs, and VIP travelers.
- Handle booking inquiries, troubleshoot issues, and provide timely customer service.
- Provide emergency travel assistance and escalate complex issues when appropriate.
- Manage high-volume email and phone requests while meeting SLA requirements.
- Maintain updated logins for airline sites and tools used by VICs.
- Support debit memo management and produce administrative reports.
- Ensure bookings comply with fare rules and airline regulations, including POC/O&D requirements.
- Work with the Service Support Lead and Managers to identify recurring issues and improve processes.
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