Job Description

Key Responsibilities:

• Act as a Subject Matter Expert for the team by providing guidance, process clarification, and operational support.
• Handle and manage a small team, ensuring productivity, quality, and adherence to company standards.
• Provide regular feedback to team members and share performance insights to help improve service quality.
• Manage manual exchanges in Sabre, ensuring accurate fare calculations, reissues, and compliance with airline policies.
• Handle ADM disputes effectively by coordinating with airlines and maintaining proper documentation.
• Attend and resolve supervisor calls or escalations from agents and clients in a professional and timely manner.
• Monitor team performance and assist in training or coaching when required.
• Ensure proper documentation and adherence to internal processes and airline regulations.

They manage office systems, coordinate schedules, provide administrative support, supervise staff, prepare reports, implement policies, and maintain effective communication within the organization

Required Skills:

• Minimum 1 year of experience as an SME or in a similar role
• Hands-on experience with Sabre GDS, especially manual exchanges
• Good knowledge of ADM handling and dispute processes
• Experience in team handling and agent support
• Strong communication, problem-solving, and escalation-handling skills.
• Ability to manage supervisor calls and client escalations confidently.

Preferred Skills:

• Prior experience in the travel or airline process
• Strong analytical skills and attention to detail.
• Ability to multitask and work under pressure in a fast-paced environment.