Customer Service Agent
Job Summary
We are looking for a highly skilled Customer Service Agent to handle end-to-end travel assistance for international clients. The role involves managing flight bookings, re-issuances, hotel and car reservations using Global Distribution Systems (GDS). Candidates must have extensive experience in a BPO travel account and advanced proficiency in GDS platforms.
Responsibilities
- Manage end-to-end travel arrangements using GDS tools
- Handle complex modifications, rebookings, and refunds
- Interpret airline fare rules, IATA regulations, and baggage policies
- Resolve customer inquiries and complaints via phone and email
- Ensure booking accuracy and compliance with client policies
Required Skills
- 3+ years of BPO experience in a Travel Account
- Advanced proficiency in GDS platforms (Amadeus, Galileo, or Farelogix)
- High School Graduate or Bachelor's degree in Tourism/Hospitality
- Excellent verbal and written English communication
- Willing to work onsite in Pasig City on a shifting schedule
Job Details
Position Title: Customer Service Agent (Travel Account)
Location: Pasig City, Metro Manila (100% Onsite)
Position Type: Full-Time, Permanent
Salary Package: Up to Php 30,000 Gross (Base + Allowances) + Performance Incentives & Night Differential
Job Overview
We are looking for a highly skilled Customer Service Agent (Travel Account) to join our premier Travel Account in Pasig City. In this role, you will deliver world-class end-to-end travel assistance to international clients. Using your extensive background in Global Distribution Systems (GDS), you will handle complex international flight bookings, re-issuances, hotel and car reservations, and itinerary management.
Core Responsibilities:
- GDS Booking & Ticketing: Efficiently manage end-to-end travel arrangements (flights, hotels, car rentals, and ancillary services) using GDS tools.
- Complex Modifications: Handle intricate travel requests, including manual rebooking, itinerary splits, multi-city route planning, cancellations, and processing refunds.
- Fare & Rules Interpretation: Accurately compute and interpret complex airline fare rules, IATA regulations, ticketing guidelines, and baggage policies.
- Customer Support: Resolve customer inquiries and complaints regarding flight delays, cancellations, missed connections, or schedule changes via phone and email.
- Accuracy & Compliance: Ensure all bookings match customer specifications perfectly to prevent debit memos (ADMs) and ensure compliance with client policies.
Minimum Qualifications:
- Experience: Must have at least three (3) years of solid BPO experience handling a Travel Account.
- Technical Skills: Advanced proficiency and hands-on experience using GDS platforms—specifically Amadeus, Galileo, or Farelogix. Must know how to navigate native/cryptic screens.
- Education: At least a High School Graduate; a Bachelor's degree in Tourism, Hospitality Management, or a related field is a strong plus.
- Communication: Excellent verbal and written English communication skills.
- Work Arrangement: 100% willing to work onsite in Pasig City on a shifting schedule (including night shifts, weekends, and holidays).