Customer Service Support x 3
Role Responsibilities:
• Resolve complex situations on collector files, communicate with travel suppliers and collectors to identify best resolution for the business and the collector. Professionally handle escalated situations and fulfill special/urgent requests such as passengers at airport or in destination with an issue, correcting errors such as name corrections and assisting with purged bookings
• Resolve requests from Finance to interface bookings that have not yet been invoiced as a result of system or manual error.
• Other tasks as required such as updating processes and processing payment requests and refunds
• Work closely with the Finance team to resolve invoicing issues
• Coordinate with and provide support to Reservation change agents to resolve collector inquiries and escalations
• Work closely with airline, hotel and car partners to resolve issues related to modifications, cancelled bookings and customer service complaints
• Analyze errors and use a decision-making model to ensure that customer needs are met where agent or system errors have occurred, and fees may need to be waived or refunded
• Provides solutions to atypical problems based on proven practices or procedures
• Work with the Ticketing team to ensure urgent changes to tickets are actioned
• Work with multiple applications and scripts simultaneously to ensure our supplier bookings are up to date, Sabre reflects correct information, and other internal teams have required information needed to reconcile and process reservations
• Make outbound calls to AirMiles collectors when required to determine their needs and offer best solutions i.e. voluntary or involuntary changes, resolve errors or supplier product modifications
Must Have Skills:
•Sabre experience
•Excellent communication skills both written and verbal
•Collaborative individual with great teamwork capabilities
•Experience working in a similar role
•Customer focused
•Creative thinker , solutions oriented
•The ability to work independently and exercise sound judgement
•Previous work experience or education in the travel industry required
•High level of competency with Sabre and Sabre Red
•TICO certified
Nice to Have Skills:
•Additional Travel GDS platform knowledge