Senior Travel Customer Service Specialist – GDS & Reservations

KamelBPO; Pampanga; On-site; PHP 290,000 - 402,000; Full time

Benefits offered by this job

HMO

Health & Wellness

Job summary

KamelBPO is seeking a Senior Travel Customer Service Specialist to support an airline client with seven-day operations. You will handle inbound calls and emails, process bookings and changes, and provide accurate travel information using a GDS.

The role requires experience in airline reservations or travel, strong English skills, and the ability to work in a fast-paced environment with rotating shifts across time zones.

Qualifications

• Experience in airline reservations, travel, or customer service.
• Strong spoken and written English.
• Able to maintain accuracy in a fast-paced, high-volume environment.

Responsibilities

• Handle inbound calls and emails for passengers and travel agents.
• Assist with bookings, changes, cancellations, and general inquiries.
• Explain fares, refunds, baggage rules, and seat assignments.
• Support special service requests (wheelchair, baggage needs).
• Use a GDS to create or update passenger records accurately.
• Log actions per airline procedures and escalate complex issues when needed.

Skills

Customer service

Communication

Attention to detail

English proficiency

Tools

Amadeus

Sabre

Galileo

Job description

Senior Travel Customer Service Specialist – GDS & Reservations

KamelBPO

Job Description

Government Mandated Benefits

Insurance Health & Wellness

HMO

Kamel BPO is recruiting full-time agents (Intermediate, and senior level) to support an airline client’s seven-day operation. The role combines inbound call handling, email support, airline reservations, and direct work in a Global Distribution System (GDS).

Agents will assist passengers and travel agents with bookings, changes, cancellations, and travel-related questions while delivering accurate, professional service.

Key Responsibilities:

• Answer inbound calls and respond to emails from passengers and travel agents on behalf of the airline.
• Assist with new and existing bookings, date changes, cancellations, and general service inquiries.
• Explain applicable information related to fares, refunds, baggage, and seat assignments.
• Support special service requests, including wheelchair assistance and baggage-related needs.
• Use the GDS to check, create, and update passenger booking records accurately.
• Provide reliable information, resolve inquiries whenever possible, and record actions in line with airline procedures.
• Escalate complex, policy-sensitive, or unresolved issues through the approved workflow.

Non-Negotiable Requirements:

• Previous professional experience in airline reservations, travel, or customer service.
• Working knowledge of at least one GDS, such as Amadeus, Sabre, or Galileo.
• Strong spoken and written English, with confidence handling inbound calls and communicating with passengers and travel professionals.
• Professional, customer-service-oriented approach with strong attention to detail.
• Ability to work accurately in a fast-paced, high-volume environment.
• Willingness to work rotating shifts, weekends, and across time zones based on the client roster.

Preferred Experience:

• Experience handling booking changes, fares, refunds, baggage inquiries, seat assignments, and email support.