Servicing Travel Advisor Lead

Hammerjack Pty Ltd; Taguig; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Servicing Travel Advisor Lead for Chase Travel in the Philippines. You will guide and develop advisors to deliver high-quality travel support and consistently positive client experiences, using coaching, quality monitoring, and performance insights to strengthen service delivery.

You will partner across teams to streamline processes, resolve escalations, and help shape a high-performing service culture that elevates the client experience.

Qualifications

• 3 years of corporate travel servicing or related operations experience.
• 1 year in leading, coaching, or mentoring teams in a service environment.
• Proficiency with Sabre GDS and travel booking, ticketing, and itinerary management tools.
• Experience managing client relationships, including handling service concerns and escalations.
• Strong analytical and problem-solving abilities to resolve complex travel scenarios.
• Excellent attention to detail and ability to manage multiple priorities.
• Strong written and verbal communication with internal teams and clients.

Responsibilities

• Monitor service quality through reviews, scorecards, and complaint tracking.
• Coach advisors through targeted feedback and mentoring.
• Develop and maintain training and reference materials.
• Oversee workforce management: timecards, scheduling, and time-off.
• Build and maintain client relationships with tailored travel solutions.
• Coordinate cross-functional communication to streamline workflows.
• Partner with account management on strategy and onboarding calls.
• Improve servicing processes and productivity enhancements.
• Ensure advisors use travel management tools effectively.
• Resolve complex travel-related escalations with policy knowledge.
• Support hiring and onboarding activities.

Skills

Travel industry experience

Leadership / coaching

Analytical skills

Attention to detail

Communication skills

Client relationship management

Tools

Sabre GDS

Booking systems

Itinerary management tools

Job description

Job Description :

Help shape travel experiences that matter. In this role, you'll lead a team that supports travelers and clients with accuracy, urgency, and care. You'll coach performance, improve day-to-day operations, and resolve complex travel issues. Join us to build a high-performing service culture and elevate the client experience.

As a Servicing travel advisor lead in Chase Travel, you will guide advisors to deliver high-quality travel support and consistently positive client experiences. You'll use coaching, quality monitoring, and performance insights to strengthen service delivery. You'll partner across teams to streamline processes and resolve escalations efficiently.

Job responsibilities

• .Monitor service quality through call and email reviews, scorecards, and complaint tracking to identify trends and drive continuous improvement.
• .Coach advisors through targeted feedback, mentoring, and one-on-one performance conversations.
• .Develop and maintain account-specific training and reference materials aligned to client requirements.
• .Oversee workforce management activities, including timecard validation, schedule coordination, and time-off approvals to support service coverage.
• .Build and maintain professional client relationships by assessing needs and providing tailored travel solutions.
• .Coordinate cross-functional communication to streamline support workflows and improve operational efficiency.
• .Partner with account management on strategy discussions, new-account implementation calls, and recurring client meetings to align on service objectives.
• .Improve servicing processes by identifying opportunities to simplify workflows and implement productivity-focused enhancements.
• .Ensure advisors use travel management technology tools effectively to support booking accuracy and traveler experience.
• .Resolve complex travel-related escalations by applying policy knowledge and securing timely, effective outcomes.
• .Support hiring and onboarding activities to strengthen team capability and readiness.

Required qualifications, capabilities, and skills

• .3 years of experience in corporate travel servicing, travel management, or travel agency operations.
• .1 year of experience leading, coaching, or mentoring team members in a service environment.
• .Proficiency using Sabre (GDS) and travel booking, ticketing, and itinerary management tools.
• .Experience managing client relationships, including handling service concerns and escalations.
• .Strong analytical and problem-solving skills to evaluate complex travel scenarios and determine effective resolutions.
• .Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• .Strong written and verbal communication skills to communicate clearly and professionally with internal teams and clients.

Preferred qualifications, capabilities, and skills

• Experience supporting VIP, complex multi-leg, or group travel arrangements.
• Experience designing training content and running quality calibration or coaching routines.
• Experience with workforce management processes such as scheduling and timekeeping in a contact center or service setting.
• Familiarity with travel policy compliance and traveler duty-of-care considerations.
• Experience partnering with implementation or account teams to support client onboarding and service enhancements
• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.