Midshift | Onsite
With 2 years experience in GDS Sabre
Ortigas, Pasig city
Job Title/Position
Reservations Administration Associate
Daily Responsibilities
Responding to inbound emails and web messagesCreating new outbound emailsPrimarily non-voice, but voice tasks are still a component of the role and other tasks at handProcessing transactions on proprietary and 3rd party systemsAttending virtual huddles and other online meetingsReceiving or making internal voice callsBrochure call follow up and converting to quotes/bookingsUpdating data/reporting and collating other informationProviding feedback on opportunities to improve processCalculating various costs for travel bookings e.g. flights, upgrades and/or add-onsProviding specialist advice to other internal teamsPrioritizing work across multiple queues/systemsQuality checking own or other team members work before finalizingRapid task switching based on priorities/urgencies
Qualifications
Describe the qualifications the staff must have in terms of skills and capabilities
Excellent communication skills in English – written and spokenAbility to adapt communication to different countries/culturesNumerate/Experience with spreadsheets - ability to complete calculations and translate time across time zonesExperience with different proprietary web applications and MS Office SuiteCustomer focus
Competencies/Personality Traits
Multitasking across multiple systems, processes and markets during the course of a dayCurious to ask questions, understand processes thoroughly and learn moreResilient to changePersistent with tasks that may be difficult at firstAttention to detailPride in their workSense of urgency with time sensitive tasksInterest in the world around usResourceful – use the resources available to work effectively and independentlyAutonomous – ability to make reasoned decisions when an answer or support is not immediately availableProblem solving skills Good with numbers and logic.High adaptation to priority changesAbility to multi-tasksAttention to details, well-organized is necessaryPersistent and consistent, ability to follow-through with assigned tasksClear communication with internal team members & external business partners. (fluent in English written/ speaking)
Prior Experience
Describe the prior working experience a candidate should have.
Customer service (emails, web messages, voice)Contact Centre or Processing CentreDealing with high-net-worth customers, who have English as their first languageTravel industry and/or luxury brand preferred, specifically experience with travel booking / global distribution systems
Performance Measurement
How can we measure performance for this job profile (KPIs/Metrics/Targets)
AttendancePunctuality/AdherenceTasks actioned e.g. emails responded to, letters issued, cancellations processed, problems solvedNumber of escalations/ requests for assistanceQuality/AccuracyCustomer satisfaction
Working Hours
Describe the work schedule the staff will follow Eg. 9am-6pm AEST.
Rotational shift based on UK market (Standard shift: 4pm to 1am PHST)