Airline Reservations Team Lead – GDS

Cloudstaff; Pampanga; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health & life insurance

Company PC/Laptop provided

Fiber internet connection

Weekly coffee/meals/Beer Fridays

VIP lounge and game rooms

Child-friendly spaces

Job summary

Cloudstaff is hiring for an Airline Reservations Team Lead – GDS to manage inbound and outbound travel requests, handle passenger and agent interactions, and ensure accuracy in bookings via GDS. This role requires calm, professional service and the ability to work night shifts from the office.

Ideal candidates possess airline reservations experience, familiarity with Amadeus/Sabre/Galileo, and a commitment to excellent customer service across time zones.

Qualifications

• Previous experience in airline reservations, travel, or customer service.
• Basic to good knowledge of a GDS such as Amadeus, Sabre, or Galileo.
• Customer-service oriented and professional.
• Comfortable making outbound calls and following up with customers.
• Willing to work in shifts and across different time zones.

Responsibilities

• Make outbound calls to passengers and travel agents.
• Follow up on missed calls, voicemails, and pending requests.
• Assist with bookings, changes, cancellations, and ticketing.
• Handle queries related to fares, refunds, baggage, and seat assignments.
• Assist with special service requests such as wheelchair assistance.
• Use the GDS to check and update passenger bookings.
• Provide accurate information and maintain good customer service.
• Escalate issues when required.
• Answer inbound calls from passengers and travel agents.

Skills

GDS proficiency

Outbound calls

Customer service

Tools

Amadeus

Sabre

Galileo

Job description

We’re Hiring: Airline Reservations Team Lead – GDS

Role: Airline Reservations Team Lead – GDS

Work Arrangement: Work From Office

Schedule: Night shift

We are looking for a GDS-proficient Inbound and Outbound Agent to handle customer and travel-agent callback requests and handle inbound calls from passengers and travel agents on behalf of the airline and The role involves following up on missed calls, voicemails, and customer queries, assisting customers with bookings, changes, ticketing, and general travel-related queries while assisting with bookings and other travel-related requests through the GDS.

Key Responsibilities

• Make outbound calls to passengers and travel agents.
• Follow up on missed calls, voicemails, and pending requests.
• Assist with bookings, changes, cancellations, and ticketing.
• Handle queries related to fares, refunds, baggage, and seat assignments.
• Assist with special service requests such as wheelchair assistance.
• Use the GDS to check and update passenger bookings.
• Provide accurate information and maintain good customer service.
• Escalate issues when required.
• Answer inbound calls from passengers and travel agents.
• Assist with bookings, changes, cancellations, and ticketing.
• Handle queries related to fares, refunds, baggage, and seat assignments.
• Assist with special service requests such as wheelchair assistance.
• Use the GDS to check and update passenger bookings.
• Provide accurate information and resolve customer queries.
• Escalate issues when required.
• Maintain professional and friendly communication with customers.

Qualifications and requirements

• Previous experience in airline reservations, travel, or customer service.
• Basic to good knowledge of a GDS such as Amadeus, Sabre, or Galileo.
• Customer-service oriented and professional.
• Comfortable making outbound calls and following up with customers.
• Willing to work in shifts and across different time zones.

Non-negotiable skills and requirements

• 6-8 years of previous experience in airline reservations, travel, or customer service.
• Basic to good knowledge of a GDS
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.