Real Time Analyst

ExlService Holdings, Inc.; Philippines; On-site; PHP 1,228,501 - 1,842,751; Full time

Job summary

ExlService Holdings, Inc. is seeking a travel services professional in the Philippines who will support requests via phone, email, and chat. The candidate will make changes to existing reservations while utilizing Sabre/Apollo GDS systems.

The role requires 1-2 years of travel services experience, extensive knowledge of US domestic travel and strong multitasking and client service skills. Flexibility in shift work is essential to succeed in this fast-paced environment.

Qualifications

• 1 to 2 years of recent travel services experience, preferably in Corporate.
• Extensive knowledge of the US domestic travel industry and geography.
• Strong consultative and problem-solving skills.

Responsibilities

• Support requests via phone, email, and chat.
• Make changes to existing reservations and provide support on bookings.
• Utilize GDS systems for PNR changes and create new PNRs.

Skills

GDS proficiency

US domestic travel knowledge

Internet skills

Multitasking under pressure

Client service

Call center experience

Tools

Sabre

Apollo

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