Customer Service Associate

Sutherland; Taguig; On-site; PHP 279,000 - 391,000; Full time

Job summary

Sutherland in the Philippines is seeking an individual with excellent English to support a leading global account in a fast-paced BPO environment. You will manage air travel reservations, use Sabre, and coordinate with guests and travel partners to resolve changes and issues.

Responsibilities include researching options, quoting prices, processing exchanges and refunds, documenting actions in systems, and assisting guests across channels. Strong communication and teamwork are required.

Qualifications

• Excellent command of English language (C1 CEFR level).
• Ability to work in a structured, fast-paced call center with strict deadlines.
• Ability to learn quickly and apply knowledge under pressure.
• Deliver responsive and reliable solutions to customers.

Responsibilities

• Navigate air tools including Sabre, airline web resources, SharePoint, CRM, and internal reporting.
• Research options and coordinate with guests or travel when changes are needed.
• Document actions in reservation and GDS systems.
• Process ticket exchanges and refunds.
• Provide quotes, calculate fees, and create Sabre reservations (PNR).
• Assist Travel Partners, Direct Guests, and internal teams with air arrangements.
• Coordinate hotel accommodations; escalate cases as needed.
• Handle overflow calls during disruptions when required.
• Perform other duties as assigned.

Skills

Excellent English (C1)

Fast-paced call center

Learn quickly

Customer service oriented

Job description

Looking for an opportunity where you can use your English language skills and build your career in the BPO industry?

Join our team and support customers for a leading global account while delivering excellent customer service.

Responsibilities

• Navigate various air tools including the cruise reservation system, Sabre (airline system), airline web resources, SharePoint, CRM, and internal reporting
• Research alternatives and work directly with guest or travel when changes to the airline itinerary is requested or mandated
• Document all actions and communications within both the reservation and GDS systems
• Responsible for processing requests for ticket exchanges and refunds
• Provide accurate quotes, calculate additional fees, quote air prices, take payment and manually create airline reservations (PNR’s) in Sabre
• Assist Travel Partners, Direct Guests and internal department users in making their air arrangements.
• Secure and coordinate hotel accommodations as needed; escalated Cases as necessary
• If required (upskilling), handle overflow incoming calls from guests who are experiencing flight irregularities while en route to the ship and assist them in getting to the next port of call to meet the ship.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to Perform any other job‑related duties assigned by their supervisor or management

Qualifications

• Excellent command of English language C1 CEFR level required
• Ability to work in a structured faced – paced call center environment with strict time demands
• Ability to learn new skills and knowledge quickly and use the knowledge effectively in their work display poise under pressure.
• Provide and facilitate the delivery of responsive and reliable solutions or information to target customers