Travel Consultant

ATI Business Group; Indonesia; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

ATI Business Group in BSD, Indonesia, is seeking a detail-oriented Consultant Support Agent to handle email and chat-based travel requests for US domestic travel. You will coordinate travel services end-to-end, adhere to policy guidelines, and deliver exceptional support to clients.

The role requires 1–2 years in travel/reservations or BPO travel support, excellent English communication, and willingness to work permanent night shifts and weekends. BSD placement is required.

Qualifications

• 1–2 years in travel, reservations, or BPO travel support (GDS preferred).
• Strong attention to detail with very high accuracy.
• Excellent English communication.
• Knowledge of airline policies, fare rules, and ticketing procedures.
• Familiarity with US domestic travel booking requirements and processes.
• Willingness to work permanent night shifts and weekends.
• Willingness to be placed in BSD.
• Experience handling overseas suppliers/customers.

Responsibilities

• Coordinate domestic travel bookings including air, rail, hotel, car rentals, and seat assignments.
• Provide expert travel advice while adhering to client travel policies.
• Calculate costs and process bookings using GDS and online tools.
• Manage changes, cancellations, refunds, and special requests.
• Perform quality checks on reservations prior to ticketing or final approval.
• Monitor email/chat queues and respond promptly.
• Ensure policy compliance for suppliers, fares, and traveler preferences.
• Maintain complete booking records and follow up on voids/refunds.

Skills

English (C1)

Attention to detail

Analytical skills

GDS knowledge

Night shift availability

Overseas supplier experience

Travel reservations experience

Job description

We are seeking detail-oriented and customer-focused Consultant Support Agent to handle email and chat- based travel requests for US domestic travel. This role involves end-to-end coordination of travel services, adherence to policy guidelines, and delivery of exceptional support to clients.

Your Main Responsibilities

• Coordinate domestic travel bookings including air, rail, hotel, car rentals, car services, and seat assignments.
• Provide expert travel advice while adhering to client-specific travel policies.
• Accurately calculate costs and process bookings using GDS and online tools.
• Manage travel changes, cancellations, refunds, and special requests.
• Conduct quality checks on reservations prior to forwarding for ticketing or final approval.
• Monitor and action assigned email/chat queues consistently throughout the shift.
• Ensure 100% policy compliance for preferred suppliers, lowest fares, and traveler preferences where available.
• Maintain up-to-date and complete booking records, regardless of ticket status.
• Follow up on voids, cancellations, refunds, and unused tickets within required timeframes.
• Collect payments in accordance with policy and internal procedures.
• Resolve or escalate customer issues in a timely, professional manner.
• Keep current with daily briefings, updates, and industry trends.
• Meet performance and productivity goals as defined by leadership.
• Participate in ongoing training to enhance travel knowledge and customer service skills.

Qualifications:

• Excellent English communication (minimum C1) and customer service skills [Must Have]
• Strong attention-to-detail with very high accuracy
• Excellent analytical and numerical skills (logic score minimum of 90)
• 1 – 2 years of experience in travel, reservations, or BPO travel support role preferably in GDS ticketing role [Must Have]
• Strong attention to detail and accuracy.
• Effective problem-solving skills and sound decision-making.
• Willingness to WFO 100%.
• Willingness to work on a permanent night shift and weekend shifts. [Must Have]
• Willingness to be placed in BSD. [Must Have]
• Knowledge of airline policies, fare rules, and ticketing procedures.
• Familiarity with US domestic travel booking requirements and processes.
• Experience in handling overseas suppliers/customers.

Be Part of ATI Journey:

Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATI’s singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002 we now have over 900 employees providing services to our clients across the globe.