Travel Support

Holiday Tours & Travel Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Benefits offered by this job

Flexi staff benefits

Cross functional & high growth culture

Equal opportunity employer

Job summary

Holiday Tours & Travel Sdn Bhd is seeking a Travel Support to work closely with Travel Advisors, handling backend tasks like invoicing, billing, receipts and costings. The role also involves Sabre-related processes, including ticket reissuance, refunds, and corrective actions.

The candidate should have a degree or diploma and at least 2 years in hospitality, travel, or customer service operations, with strong attention to detail and a customer-centric mindset.

Qualifications

• Degree or Diploma in any field of studies.
• Minimum 2 years working experience in operations within hospitality, customer service, client servicing or travel related industries.
• Good to Excellent understanding on Travel Knowledge especially airlines and company product.
• Customer experience driven person.
• Attentive to details, accuracy and result oriented in achieving KPIs and SLA.
• Growth mindset – proactive, creative solutions and continuous improvement.
• High level of stress tolerance and operational crisis management.
• Strong self-leadership, teamwork and inspiring others to success.

Responsibilities

• Assist Travel Advisors with backend administrative tasks including invoicing, billing, receipts, and costings.
• Ensure accurate and timely recording of Travel Advisors’ sales and performance data for target tracking.
• Support Travel Advisors in complex Sabre system functions, such as ticket reissuance, refunds, and fare adjustments.
• Maintain organized documentation and financial records for all transactions within agreed SLA.
• Coordinate with finance and operations teams to ensure smooth processing of payments and travel arrangements.
• Help troubleshoot booking or system issues related to operational workflow.
• Monitor and flag discrepancies in costings, commissions, or billing.
• Contribute to the overall efficiency and performance of the sales team by handling support functions promptly and accurately.

Skills

Travel knowledge

Sabre system proficiency

Customer service

Attention to detail

Sales drive

Emotional intelligence

Active listening

Problem solving

Teamwork

Education

Degree or Diploma in any field

Tools

Sabre System

Travel booking systems

Job description

TRAVEL SUPPORT

Job Role & Purpose

• We are seeking a highly motivated Travel Support whom to work closely with Travel Advisors by managing backend tasks such as invoicing, billing, receipts, and costings. They also support Advisors in complex Sabre-related processes, including ticket reissuance, refunds, and corrective actions. They ensure all transactions are accurately processed and that advisor performance is tracked and recorded on time. This role supports the smooth operation of the sales process, allowing Travel Advisors to focus on closing sales and delivering exceptional customer experiences. In essence, this role bridges the operational and strategic components of the business, ensuring that customer service and sales performance are supported by a reliable and efficient backend system.

Job Responsibilities

• Assist Travel Advisors with backend administrative tasks including invoicing, billing, receipts, and costings.
• Ensure accurate and timely recording of Travel Advisors’ sales and performance data for target tracking.Ticket reissuance
• Support Travel Advisors in complex Sabre system functions, such as:
  1. Ticket Reissuance
  2. Refund processing
  3. Fare adjustments and other corrective actions
• Maintain organized documentation and financial records for all transactions (inclusive Invoice, Credit Notes, Refunds) within agreed SLA
• Coordinate with finance and operations teams to ensure smooth processing of payments and travel arrangements.
• Help troubleshoot booking or system issues related to operational workflow.
• Monitor and flag any discrepancies or issues in costings, commissions, or billing.
• Contribute to the overall efficiency and performance of the sales team by handling support functions promptly and accurately.

Job Specification

• Degree or Diploma in any field of studies
• Minimum 2 years working experience in operations within the field in hospitality, customer service, client servicing or travel related industries
• Good to Excellent understanding on Travel Knowledges especially airlines and company product.
• Customer experience driven person
• Attentive to details, accuracy and result oriented in achieving KPIs and SLA
• Growth mindset person - positive, proactive, creative solutions and make continuous improvement
• High level of stress tolerance and operational crisis management
• Strong self-leadership, teamwork and inspiring others to success

Competencies(Knowledge, Skills & Abilities)

• Knowledge of various cruise, tour, airline, and other travel brands is preferred.
• Proficiency in travel booking systems and relevant software applications is an added advantage.
• Customer Service Mastery by able to deliver outstanding service through clear communication, problem-solving, empathy, professionalism, industry expertise, attention to detail, and proactive relationship management
• SLA Sensitive to ensure timely, high-quality service by proactively managing response times, prioritizing requests, and consistently meeting or exceeding SLA standards

Essential Traits

Emotional Intelligence

• A Travel Support must possess exceptional emotional intelligence, allowing them to understand and connect with Travel Advisor on a deeper level. This trait enables them to anticipate and fulfil the unique needs and preferences of everyone, fostering trust and building long-lasting relationships.

Active Listening Skills

• The ability to actively listen is crucial for a Travel Support. They must pay close attention to Travel Advisor requirements, concerns, and desires to provide recommendations and solutions that align with their expectations.

Quick Thinking and Problem-Solving Abilities

• Travel plans can sometimes encounter unexpected challenges or changes. A Travel Support needs to be adept at thinking quickly on their feet, finding creative solutions, and making informed decisions in high-pressure situations.

Customer-Centric Approach

• A Travel Support should always prioritise the customer's needs and satisfaction. They must treat each customer as if they are the most important person in the room or on the call, going above and beyond to deliver exceptional service at every interaction. Putting the customer first and providing personalised attention is key to building loyalty and creating memorable experiences.

Strong Attention to Detail

• Attention to detail is crucial for a Travel Support, as even the smallest oversight can lead to customer dissatisfaction or logistical issues. They must meticulously handle travel arrangements, documentation, and customer preferences to ensure accuracy and precision throughout the planning and booking process

Sales and Target Orientation

• A Travel Support should possess a sales-oriented mindset and be motivated to achieve sales targets set to the Travel Advisor. They should actively seek opportunities to work closely with Travel Advisor to achieve high performance while also understanding the importance of cultivating long-term customer relationships that lead to repeat business and referrals.

Resilience and Adaptability

• The travel industry can be dynamic and unpredictable, requiring Travel Support to be resilient and adaptable. They must be able to handle change, navigate unforeseen circumstances, and adjust travel plans accordingly, all while maintaining a positive and professional demeanour.

Team Player Mindset

• Collaboration and teamwork are crucial in the travel industry. A Travel Support should be a great team player, willing to share knowledge, support colleagues, and contribute to a positive and cohesive work environment. Working together as a team enhances productivity, efficiency, and overall customer satisfaction.

Humility

• A core value of our company, a Travel Support ought to be humble enough to know that one doesn’t have all the answers and always be willing to learn new things, be open to receive feedback and strive to improve themself as a professional and individual. We celebrate and recognise such individuals.

Benefits

• High reputable travel agency
• Flexi staff benefits
• Cross functional & high growth culture

About Us

Founded in 1975, Holiday Tours & Travel Sdn. Bhd. (HTT) is an award-winning travel management company with over 50 years of industry experience. The company is recognised for its reliability, expertise, and service excellence across corporate, leisure, and luxury travel segments. Its well-established corporate travel and MICE services support more than 500 global and national accounts, anchored by an exclusive partnership with BCD, one of the world’s leading corporate travel management companies. Beyond corporate travel, HTT serves a diverse leisure portfolio catering to both mass-affluent and luxury travellers. In the premium segment, bespoke, high-touch experiences are curated through its luxury brand, T’ROKA by Holiday Tours, for discerning travellers seeking personalised, immersive journeys. The company is consistently recognised by leading airline and hospitatty partners, including Malaysia Airlines, Singapore Airlines, Qatar Airways, Marriott, Hyatt, IHG, The Travel Corporation, ClubMed, and Royal Caribbean, among others. HTT is also proud to be Malaysia’s first Virtuoso partner—a distinction that reflects its standing within the world’s leading luxury travel network and its commitment to delivering exceptional, curated travel experiences. In addition, HTT has received consumer-voted recognition such as the Putra Aria Brand Awards in 2024 and 2025. With a strong focus on digital transformation, customer-centricity, and long-term value creation, HTT continues to evolve, driven by a clear ambition: to establish its place as Malaysia’s most trusted name in travel. We are seeking talented individuals who demonstrate a growth mindset, a passion for delighting customers, and alignment with our core values:WOW – We deliver WOW in all we do.CHANGE – We embrace CHANGE enthusiastically.RELIABLE – We are RELIABLE and trustworthy.GROW – We pursue GROWTH and learning.HUMBLE – We are HUMBLE. More importantly, we’re seeking talented individuals who possess a growth mindset, appetite for influencing a team towards positive change and the will to see it through.

HTT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.