Real Time Analyst

EXL Talent Acquisition Team; Pasay; On-site; PHP 312,000 - 469,000; Full time

Job summary

EXL Talent Acquisition Team in the Philippines, Metro Manila, Pasay, is seeking a travel support agent to handle changes to reservations via phone, email, and chat, using Sabre/Apollo GDS systems, and to provide cost-effective travel alternatives.

You will support requests, create and modify PNRs, and deliver superior client service while multitasking under pressure, with 1–2 years of travel services experience and knowledge of US domestic travel.

Qualifications

• 1–2 years travel services experience required.
• GDS experience required – Sabre/Apollo preferred.
• Extensive US domestic knowledge of travel industry, destinations, and geography.
• Internet/Website knowledge, call center experience and ability to provide superior client service.
• Ability to work under pressure and multi-task while maintaining professionalism.

Responsibilities

• Support requests via phone, email, chat which includes.
• Make changes to existing reservations (ticket reissuance & cancellations).
• Provide support on existing online bookings – air, hotel, car, rail & non-GDS changes & cancellations.
• Utilize Sabre/Apollo GDS systems & other tools for PNR changes as required.
• Make outbound calls to vendors and customers as needed.
• Create new PNRs for fresh bookings.
• Offer cost-effective travel alternatives to Travelers or Travel Arrangers as approved by the Client.

Skills

Communication

Multitasking

Customer service

Problem solving

Self-motivation

Teamwork

Tools

Sabre GDS

Apollo GDS

Job description

This role involves supporting requests via phone, email, and chat, including changes to reservations, utilizing Sabre/Apollo GDS systems, making outbound calls, and offering cost-effective travel alternatives. Requires 1-2 years travel services experience, GDS proficiency, US domestic travel knowledge, internet skills, and the ability to multitask under pressure while providing superior client service.

Responsibilities

• Ability to support requests via phone, email, chat which includes
• Making changes to existing reservations (ticket reissuance & cancellations)
• Providing support on any existing online bookings – air, hotel, car, rail & non-GDS changes & cancellations
• Utilization of Sabre/Apollo GDS systems & other assigned tools required when completing PNR changes
• Making outbound calls to vendors and customers as required
• Creating new PNRs for fresh bookings
• Offer cost effective travel alternatives to Travelers or Travel Arrangers as approved and communicated by the applicable Client in advance

Qualifications

• This position requires a minimum of 1 to 2 years recent travel services experience (Corporate Preferred)
• GDS experience required – Sabre/Apollo is preferred
• Extensive US domestic knowledge of travel industry, business travel destination and geography
• Internet/Website knowledge, call center experience and the ability to provide superior Client service
• Ability to work under pressure and effectively multi-task while maintaining professional rapport with clients
• Must possess strong consultative skills, decisive and successful problem solving skills, excellent written and verbal communication skills and the ability to use the internet effectively
• Candidate must be self-motivated and have the ability to perform in a team environment
• The ability to work flexible shifts is essential
• Active listening (e.g., recognizing and addressing Client objectives and needs, probing and information, minimizing repetition, reflective listening, etc.)
• Recognizing and appropriately addressing cultural context (e.g., terminology, abbreviations, “Americanisms,” culture references, Client’s state of mind, etc.)
• Call control (e.g., call direction, transitioning, etc.)
• Must be fully conversant with the travel booking process, the applicable Client Travel Policies and the operating procedure of the Clients
• Multitasking (e.g., simultaneous screen navigation, talk and type, anticipating upcoming screen/data elements for next item in conversation, etc.)
• Experience with PC learning and self-directed training