Job Description

This role involves supporting requests via phone, email, and chat, including changes to reservations, utilizing Sabre/Apollo GDS systems, making outbound calls, and offering cost-effective travel alternatives. Requires 1-2 years travel services experience, GDS proficiency, US domestic travel knowledge, internet skills, and the ability to multitask under pressure while providing superior client service.

• Ability to support requests via phone, email, chat which includes
• Making changes to existing reservations (ticket reissuance & cancellations)
• Providing support on any existing online bookings – air, hotel, car, rail & non-GDS changes & cancellations
• Utilization of Sabre/Apollo GDS systems & other assigned tools required when completing PNR changes
• Making outbound calls to vendors and customers as required
• Creating new PNRs for fresh bookings
• Offer cost effective travel alternatives to Travelers or Travel Arrangers as approved and communicated by the applicable Client in advance

• This position requires a minimum of 1 to 2 years recent travel services experience (Corporate Preferred)
• GDS experience required – Sabre/Apollo is preferred
• Extensive US domestic knowledge of travel industry, business travel destination and geography
• Internet/Website knowledge, call center experience and the ability to provide superior Client service
• Ability to work under pressure and effectively multi-task while maintaining professional rapport with clients
• Must possess strong consultative skills, decisive and successful problem solving skills, excellent written and verbal communication skills and the ability to use the internet effectively
• Candidate must be self-motivated and have the ability to perform in a team environment
• The ability to work flexible shifts is essential
• Soft skills required
• Active listening (e.g., recognizing and addressing Client objectives and needs, probing and information, minimizing repetition, reflective listening, etc.)
• Recognizing and appropriately addressing cultural context (e.g., terminology, abbreviations, “Americanisms,” culture references, Client’s state of mind, etc.)
• Call control (e.g., call direction, transitioning, etc.)
• Must be fully conversant with the travel booking process, the applicable Client Travel Policies and the operating procedure of the Clients
• Multitasking (e.g., simultaneous screen navigation, talk and type, anticipating upcoming screen/data elements for next item in conversation, etc.)
• Experience with PC learning and self-directed training