Airline Reservations Team Lead GDS

Hammerjack Pty Ltd; Philippines; On-site; PHP 781,000 - 1,228,000; Full time

Benefits offered by this job

Health insurance

Leave credits

Career advancement

Laptop provided

Coffee & meals Fridays

Job summary

Cloudstaff is hiring for an Airline Reservations Team Lead – GDS in Pampanga, Philippines. The role focuses on inbound/outbound calls, B2B travel agent interactions, and passenger support using leading GDS systems.

The position requires 6–8 years in airline reservations or related customer service, with strong communication and GDS knowledge. The role is based in-office with night shifts and offers comprehensive benefits and growth opportunities.

Qualifications

• Previous experience in airline reservations, travel, or customer service.
• Good communication skills and customer-service orientation.
• Comfortable making outbound calls and following up with customers.
• Willing to work in shifts 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.
• Use the GDS to check and update passenger bookings.
• Provide accurate information and maintain professional customer service.
• Escalate issues when required.

Job description

We're Hiring: Airline Reservations Team Lead – GDS

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment We got you covered!

We are currently on the lookout for an Airline Reservations Team Lead – GDS to join our team at Cloudstaff, the #1 workplace everywhere!

Role: Airline Reservations Team Lead – GDS

Work Arrangement: Work From Office

Location: Philippines - Pampanga (Angeles)

Schedule: Night shift

Job description:

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.
• Good communication skills.
• Customer-service oriented and professional.
• Good attention to detail.
• 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

Perks & Benefits:

• 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.