Airline Reservations Team Leader | WFO Angeles

Cloudstaff Philippines Inc.; Angeles; Presencial; PHP 600.000 - 1.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Employee Share Units

Healthcare & life insurance

Career advancement

Team social events

PC/Laptop provided

Descripción de la vacante

Cloudstaff Philippines Inc. is seeking an experienced GDS Team Leader to guide a skilled in-bound/out-bound travel-support group based in Angeles.

You will oversee bookings, ticketing, changes, cancellations, and related queries, leveraging deep GDS expertise (Amadeus, Sabre or Galileo) to ensure accuracy and efficiency. The role requires strong leadership, coaching, and problem-solving to maintain service quality, handle escalations, and drive operational performance across shifts and time

Formación

• Previous experience in airline reservations, travel operations, or customer service with team-leading or supervisory experience preferred.
• Strong working knowledge of a GDS such as Amadeus, Sabre, or Galileo.
• Proven ability to lead, motivate, and support a team in a fast-paced environment.

Responsabilidades

• Lead, supervise, and support a team of inbound and outbound agents handling passenger and travel-agent requests.
• Monitor daily team performance to ensure service levels, productivity, and quality standards are met.
• Provide guidance and real-time support to agents on complex booking, ticketing, reissue, refund, and fare-related queries.

Conocimientos

Leadership

GDS expertise

Communication

Coaching

Herramientas

Amadeus

Sabre

Galileo

Descripción del empleo

Job Description

Work-From-Office is a setup based in Angeles

We are looking for an experienced and proactive GDS Team Leader to oversee a team handling inbound and outbound customer and travel-agent support on behalf of the airline. The role requires strong Global Distribution System (GDS) expertise, leadership skills, and the ability to guide agents in managing bookings, ticketing, changes, cancellations, and general travel-related queries.

The ideal candidate will be responsible for ensuring high service standards, supporting team performance, resolving escalations, and maintaining operational efficiency across customer and travel-agent interactions.

Key Responsibilities

• Lead, supervise, and support a team of inbound and outbound agents handling passenger and travel-agent requests.
• Monitor daily team performance to ensure service levels, productivity, and quality standards are met.
• Provide guidance and real-time support to agents on complex booking, ticketing, reissue, refund, and fare-related queries.
• Handle escalated cases from customers, travel agents, and internal stakeholders.
• Oversee follow-up on missed calls, voicemails, and pending customer or travel-agent requests.
• Ensure accurate handling of bookings, changes, cancellations, ticketing, seat assignments, baggage queries, and special service requests.
• Use the GDS to check, update, and manage passenger bookings efficiently and accurately.
• Coach and mentor team members on GDS usage, customer-service skills, call handling, and airline policies.
• Conduct regular quality checks and provide feedback to improve individual and team performance.
• Assist with training and onboarding of new team members.
• Coordinate with other departments for issue resolution and process improvements.
• Prepare performance reports and highlight operational trends, issues, and recommendations.
• Ensure compliance with airline policies, fare rules, service procedures, and customer-service standards.
• Maintain professional and effective communication with customers, travel agents, and internal teams.
• Support shift operations and team coverage across different time zones as required.

Qualifications and Requirements

• Previous experience in airline reservations, travel operations, or customer service, with team-leading or supervisory experience preferred.
• Strong working knowledge of a GDS such as Amadeus, Sabre, or Galileo.
• Good understanding of airline reservations, ticketing, reissues, refunds, fare rules, and ancillary services.
• Proven ability to lead, motivate, and support a team in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Strong customer-service orientation and professionalism.
• Good attention to detail and ability to manage multiple priorities.
• Comfortable handling escalations and complex customer or travel-agent queries.
• Willingness to work in shifts and across different time zones.

Perks and Benefits

• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Endless opportunities for career advancement
• In-house psychiatrist available to support employees' well-being
• International career growth and connections
• Mental Wellness Employee Assistance program through Lifeworks
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Unlimited cash incentives for hired referrals
• We set you up for success with a company-provided PC/Laptop and fiber internet connection.