Customer Support for Flight Reservation Account

TORCH Solutions; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Competitive on-site compensation with

Performance incentives

Career growth opportunities

Job summary

TORCH Solutions in Manila, Philippines, is hiring for an international voice role supporting airlines and flight reservations. The agent handles inquiries across phone, email and chat, using Amadeus, Sabre, and Galileo to manage bookings and refunds.

You will resolve travel issues, adhere to data privacy, and escalate complex cases with internal teams and airline partners. English fluency and travel industry experience are essential, with opportunities for growth within a fast-paced, globally

Qualifications

• High School Graduate or SHS with at least 6 months BPO international voice experience, or College graduate without BPO experience
• Experience with airline reservation systems is required
• Proficient in English; strong customer service scripts and call handling skills
• Experience in travel industry and ability to handle inquiries via phone, email, and chat

Responsibilities

• Handle inbound and outbound inquiries for flight reservations, cancellations, and itinerary changes
• Use Amadeus, Sabre, or Galileo to manage bookings, tickets, refunds or upgrades
• Resolve schedule changes, overbookings, and fare discrepancies with accuracy and speed
• Document interactions in CRM or ticketing tools for service continuity and audit compliance
• Follow airline policies, data privacy rules, and SOPs while maintaining high CSAT and resolutions
• Collaborate with internal teams and airline partners to escalate complex cases within SLAs

Skills

Flight Reservation Systems

Customer Service

English Proficiency

Call Center Operations

Travel Industry Experience

Multi-language Support

Education

SHS Graduate

College Graduate

Tools

Amadeus

Sabre

Galileo

Job description

About The Opportunity

A leading outsourcing partner in the global travel and hospitality sector, we deliver mission-critical customer support services for top-tier airlines and flight reservation platforms. Our team ensures seamless, accurate, and empathetic customer experiences across booking, modification, and issue resolution — powered by real-time systems and global service standards.

Role & Responsibilities

• Handle inbound and outbound customer inquiries via phone, email, and chat for flight reservations, cancellations, and itinerary changes.
• Utilize airline reservation systems (e.g., Amadeus, Sabre, Galileo) to manage bookings, issue tickets, and process refunds or upgrades.
• Resolve travel-related issues including schedule changes, overbookings, and fare discrepancies with accuracy and speed.
• Document all customer interactions and transactions in CRM or ticketing tools to ensure service continuity and audit compliance.
• Adhere strictly to airline policies, data privacy regulations, and internal SOPs while maintaining high CSAT and resolution rates.
• Collaborate with internal teams and airline partners to escal complex cases and drive resolution within SLAs.

Skills & Qualifications

• Atleast a SHS Graduate + Atleast 6mos. BPO International Voice Experience OR College graduate No BPO experience required
• Flight Reservation Systems
• Customer Service Scripts
• English Proficiency
• Call Center Operations
• Travel Industry Experience
• Multi-language Support (Spanish, French, Japanese)

Benefits & Culture Highlights

• Competitive on-site compensation with performance incentives
• Career growth path into senior support, training, or leadership roles
• Collaborative, high-energy environment with global travel brand exposure

Skills: amadeus,customer support,airline,bpo,travel