Be the Key to Seamless Travel Reservations Worldwide!
You are joining Sutherland as a Customer Service Associate for our Travel account in Taguig, and you'll be assisting customers with their travel needs. You will manage inquiries and requests for itinerary changes, guide guests through the booking process, and ensure a seamless travel experience.
If you're passionate about travel and hospitality, work with industry experts to showcase your skills and make a global impact. Help travelers enjoy a seamless experience from reservation to their destination and turn your passion into reality!
KEY RESPONSIBILITIES:
Handle inquiries and requests for itinerary changes pre- and post-ticketing
Address technical questions about booking travel and navigate various tools (Sabre, CRM, etc.)
Manage escalations and assist in seat assignments
Document all actions in reservation and GDS systems
Process ticket exchanges, refunds, and create airline reservations (PNRs) in Sabre
Support Travel Partners and guests in making arrangements and coordinate hotel accommodations as needed
Handle overflow calls for guests experiencing flight irregularities
MINIMUM QUALIFICATIONS:
At least a High School graduate
At least 1 year of BPO experience
Prior working knowledge of Sabre (minimum of 2 years)
Proficient in policies, procedures, and complaint management
Strong problem-solving and logical thinking skills
Ability to communicate professionally and empathetically in a multicultural environment
Knowledge of airline fare rules and ability to read technical information
Capable of composing professional correspondence with proper business etiquette
WHAT WE OFFER:
Competitive compensation package
Paid training
Day 1 HMO
Life insurance
Paid time-off
Sick leave conversion
Enrich program (Educational support for employees)
Annual performance-based merit increase
Employee recognition
Professional development
Employee Referral Program
All mandatory statutory benefits
Equal employment opportunity
Career advancement opportunities