Support Services Agent

• Provide specialized operational and ticketing support for the client’s global operation
• Book air, car, hotel, and rail travel using Sabre, ensuring accuracy, policy compliance, and cost-effectiveness
• Apply knowledge of airline operations, fare structures, ticketing procedures, reservation processes, and travel policies
• 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 deliver timely, high-level customer service
• Provide emergency travel assistance and escalate complex issues appropriately
• 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
• Participate in team meetings and contribute to best-practice sharing

• 3+ years in a travel service environment, managing bookings and resolving client issues
• High School graduate or equivalent required
• Direct experience with a Global Distribution System (GDS), with expertise in Native Sabre required
• Proficiency in itinerary creation, fare pricing, reservations and ticketing, post-booking servicing, voluntary and involuntary changes, refunds, residual value management, and manual fare construction using airline waivers and applicable fare rules
• Excellent verbal and written communications skills in English
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment
• Ability to work collaboratively across departments
• Ability to work with top level executives
• Ability to build and maintain strong relationships with travel advisors
• Experience in a travel arrangement company or similar industry
• Extremely high attention to detail
• Strong reading comprehension, including airline fare rules, ticketing policies, SOPs, client instructions, and technical documentation
• Proven ability to work under pressure and handle high volumes of requests while maintaining accuracy and timeliness
• Laptop/computer with at least 8GB RAM
• Headset, preferably with noise-canceling microphone
• Fast/stable internet connection of at least 100 Mbps
• Currently residing in the Philippines and legally authorized to work there

• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Free Learning and Development Programs
• SSS
• PhilHealth
• Pag-ibig
• 100% Remote Work