Shifting Schedule | Onsite
Cyberscape Beta, Ortigas, Pasig city
at least 2 years experience with GDS
Daily Responsibilities
Handle flight quotations, bookings, ticket issuance, refunds, and exchanges for Scenic Crew members.Manage communication channels, including emails, web messages, hotline, and chat.Process transactions using both proprietary and third-party systems.Participate in virtual meetings, huddles, and other online gatherings.Manage internal voice calls, either receiving or making them.Update data, generate reports, and compile relevant information.Provide feedback to identify and suggest process improvements.Calculate travel-related costs such as flights, upgrades, and add-ons using Sabre.Offer specialized advice and support to other internal teams.Prioritize tasks across multiple queues and systems using Sabre GDS.Conduct quality checks on work, either personally or for other team members, before finalization.Adapt quickly to changing tasks and schedules based on business requirements.
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 SuiteSabre GDS experience (native/command driven)Good general geographic knowledge
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 detail and pride 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 solvingCalm under pressure/ability to deal with emergency situations
Prior Experience
Describe the prior working experience a candidate should have.
Customer serviceContact 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 flights booking / global distribution systems such as Sabre
Performance Measurement
How can we measure performance for this job profile (KPIs/Metrics/Targets)
Attendance
Punctuality/Adherence
Tasks actioned e.g. calls taken, emails responded to, tickets issued/re-issued, refunds processed, problems solved
Quality/Accuracy
Customer satisfaction
Compliance