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    Ticketing Associate - Philippines, Pasig City, Pilipinas - MicroSourcing

    MicroSourcing
    MicroSourcing Philippines, Pasig City, Pilipinas

    4 araw ang nakalipas

    Default job background
    Buong oras Teknolohiya/Internet
    Paglalarawan


    Daily Responsibilities
    • Responding to all travel related service requests including but not limited to availability, fare quotation, ticket issuance, voluntary and involuntary cancellations/changes, seats assignment, baggage and all other flight booking concerns
    • Provide expertise and recommendations to clients based on their travel preferences within Scenic travel policies
    • Responding to inbound emails and web messages
    • Creating new outbound emails
    • Processing transactions on proprietary and 3rd party systems
    • Attending virtual or onsite huddles
    • Receiving or making voice calls
    • Providing feedback on opportunities to improve process
    • Calculating various costs for travel bookings e.g. flights, upgrades and/or add-ons
    • Providing specialist advice to other internal teams
    • Prioritising work across multiple queues/systems using Sabre and Galileo Systems
    • Quality checking own or other team members work before finalising
    • Rapid task switching based on priorities/urgencies based on business needs
    • Manage GDS assigned Queue Banks
    • Maintain organized records of client interactions through our productivity logs
    • Meets and exceeds client satisfaction
    • Sending start and end of shift report (SOS/EOS)
    Qualifications
    Describe the qualifications the staff must have in terms of skills and capabilities
    • Excellent communication skills in English - written and spoken
    • Ability to adapt communication to different countries/cultures
    • Experience with different proprietary web applications and MS Office Suite
    • Advanced Galileo and Sabre GDS knowledge skills (native/command driven)
    • Excellent geographic and airline knowledge
    • Ability to work well in a fast-paced and dynamic environment
    • Willing to work onsite
    • Amenable to work on a shifting schedules depending on business needs
    • Willing to Overtime including Rest Day Overtime as needed
    • Collaborate with colleagues, including internal department, operations teams and reporting line to ensure seamless client experiences
    • Possess strong Multi-Tasking Skills
    • Can work with minimal supervision
    Competencies/Personality Traits
    • Multitasking across multiple systems, processes and markets during the course of a day
    • Curious to ask questions, understand processes thoroughly and learn more
    • Resilient to change
    • Persistent with tasks that may be difficult at first
    • Attention to detail and pride in their work
    • Sense of urgency with time sensitive tasks
    • Interest in the world around us
    • Resourceful - use the resources available to work effectively and independently
    • Autonomous - ability to make reasoned decisions when an answer or support is not immediately available
    • Problem solving
    • Calm under pressure/ability to deal with emergency situations
    • Accountable, reliable, and trustworthy
    • Willingness to learn and train
    • Respectful within colleagues on all levels
    Prior Experience
    Describe the prior working experience a candidate should have.
    • Customer service
    • Contact Centre or Processing Centre
    • Dealing with high-net-worth customers, who have English as their first language
    • Travel industry and/or luxury brand preferred, specifically advanced skills with flights booking / global distribution systems such as Travelport and 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
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