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).