Customer Support Agent for Airline Account

TORCH Solutions; Philippines; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Competitive salary

Meal allowance for on-site shifts

Performance-based incentives

Job summary

TORCH Solutions, a fast-growing customer experience provider in the aviation and travel sector, is seeking a frontline agent in the Philippines. You will resolve flight bookings, cancellations, rescheduling, baggage claims, and loyalty redemptions via phone, email, and chat, using Amadeus, Sabre, and Navitaire to assist travelers.

Adaptable, English-proficient individuals who can start immediately, work in a dynamic travel-focused environment, and participate in training and reviews to stay

Qualifications

• HS/SHS graduate required with at least 1 year GDS experience.
• Excellent English communication skills.
• Can start immediately.

Responsibilities

• Resolve customer inquiries related to flight bookings, cancellations, rescheduling, baggage claims, and loyalty program redemptions via phone, email, and chat.
• Operate airline reservation systems (Amadeus, Sabre, Navitaire) to manage real-time changes and provide travel updates.
• Handle high-volume, time-sensitive requests during peak travel periods with a solution-first mindset.
• Escalate complex issues to supervisors or specialized teams with clear documentation and follow-up trails.
• Participate in daily briefings, product training, and performance reviews to stay updated on policy changes and disruptions.

Skills

GDS Experience

Excellent English

Immediate start

Education

HS/SHS Graduate

Tools

Amadeus

Sabre

Navitaire

Job description

About The Opportunity

A fast-growing customer experience provider in the aviation and travel sector, we partner with leading global airlines to deliver seamless, empathetic, and efficient support experiences for travelers across Asia-Pacific. Our team operates at the intersection of travel technology and human-centric service—ensuring every passenger receives timely, accurate, and personalized assistance across bookings, cancellations, delays, and loyalty programs.

Role & Responsibilities

• Resolve customer inquiries related to flight bookings, cancellations, rescheduling, baggage claims, and loyalty program redemptions via phone, email, and chat.
• Operate airline-specific reservation systems (e.g., Amadeus, Sabre, Navitaire) to manage real-time customer changes and provide accurate travel updates.
• Handle high-volume, time-sensitive requests during peak travel periods with calm professionalism and solution-first mindset.
• Escalate complex issues to supervisors or specialized teams while maintaining clear documentation and customer follow-up trails.
• Participate in daily briefings, product training, and performance reviews to stay updated on policy changes and travel disruptions.

Skills & Qualifications

• At least HS/SHS Grad + 1 year GDS Experience
• Excellent English Communications Skills
• Can start immediately

Benefits & Culture Highlights

• Competitive salary + performance-based incentives + meal allowance for on-site shifts.
• Career path into supervisory, quality assurance, or airline-side customer relations roles.
• Work in a dynamic, travel-focused environment with regular training on emerging airline tech and service trends.

Skills: travel,customer service,airlines