Travel Support Associate – Booking Changes and Enquiries
Progressive Technology
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Benefits offered by this job
Job summary
Progressive Technology is seeking a Travel Support Associate to join its customer service team. You will handle flight and hotel reservations, manage itinerary changes, cancellations, refunds, and respond to travel-related enquiries with accuracy and empathy.
You will communicate via email, phone, live chat, and other channels, coordinating with airlines, hotels, and partners to ensure timely resolutions and a smooth travel experience for customers.
Qualifications
- A high school diploma or equivalent is preferred; a bachelor's degree may be advantageous.
- Candidates with customer service experience are encouraged to apply.
- Experience in travel operations or knowledge of reservations is a plus.
- Additional training in travel or CRM is beneficial.
Responsibilities
- Assist customers with new travel reservations including flights and hotels.
- Review booking details for accuracy and update passenger information.
- Explain change policies, fare differences, and cancellation terms before modifications.
- Coordinate with airlines, hotels, and partners to confirm changes.
- Respond to enquiries via email, phone, or live chat with timely updates.
Skills
Education
Tools
Job description
Progressive Technology is seeking a customer-focused, organized, and detail-oriented Travel Support Associate – Booking Changes and Enquiries to join its customer service and travel support team. This role is ideal for individuals who enjoy helping travelers, solving problems, managing booking requests, and delivering a smooth customer experience throughout the travel planning process.
As a Travel Support Associate, you will assist customers with flight reservations, hotel bookings, itinerary modifications, cancellations, refunds, and general travel-related enquiries. You will serve as a key point of contact for customers who need accurate information, timely assistance, and reliable support when their travel arrangements change.
The successful candidate will communicate professionally through email, phone calls, live chat, and other approved communication channels. You will work closely with internal departments, travel service providers, airlines, accommodation partners, and other relevant teams to resolve booking issues efficiently.
This position requires excellent communication skills, patience, problem-solving abilities, and a strong commitment to customer satisfaction. Candidates who are passionate about travel, enjoy working in a fast-paced environment, and can manage multiple customer requests accurately are encouraged to apply.
- Assist customers with new travel reservations, including flights, hotel stays, and other travel-related services offered by the company.
- Review booking details to ensure that passenger names, travel dates, destinations, contact information, and other essential information are accurate.
- Help customers understand available booking options, travel schedules, reservation conditions, and applicable service fees.
- Provide clear information about booking confirmations, itinerary details, and reservation status.
- Process customer requests for changes to travel dates, departure times, destinations, passenger details, and other permitted booking information.
- Explain applicable change policies, fare differences, cancellation conditions, and additional charges before proceeding with authorized modifications.
- Coordinate with airlines, hotels, travel partners, and relevant service providers to confirm booking changes.
- Verify updated reservation details and communicate the revised itinerary to customers promptly.
- Identify urgent or complex booking issues and elevate them to the appropriate team when necessary.
- Respond to customer enquiries through email, telephone, live chat, and other supported communication channels.
- Provide accurate information regarding reservations, travel schedules, baggage policies, check-in procedures, cancellation rules, and refund processes, using approved sources.
- Maintain a polite, professional, and empathetic approach when assisting customers with questions or concerns.
- Listen carefully to customer requirements and recommend appropriate next steps within company policies.
- Follow up on unresolved enquiries to ensure that customers receive timely updates.
- Guide customers through applicable cancellation procedures and explain relevant terms and conditions.
- Submit or coordinate refund requests according to established policies and authorization procedures.
- Monitor the status of pending requests and communicate updates without making unsupported promises about processing times.
- Maintain accurate records of cancellation requests, refund enquiries, and related customer communications.
- Investigate booking discrepancies, itinerary errors, delayed confirmations, and other travel-related concerns.
- Work with internal teams and external service providers to identify suitable solutions.
- Handle customer complaints calmly and professionally, ensuring that concerns are documented and addressed appropriately.
- Escalate urgent travel disruptions, time-sensitive requests, and cases requiring additional authorization.
- Contribute to customer satisfaction by providing clear explanations, practical solutions, and consistent follow-up.
- Maintain accurate records of booking changes, customer enquiries, correspondence, and case resolutions.
- Update customer relationship management (CRM) systems, reservation platforms, and internal tracking tools.
- Protect confidential customer information and follow company data protection procedures.
- Prepare routine reports on enquiry volumes, booking modifications, unresolved cases, and customer feedback.
- Follow established service standards, quality guidelines, and operational procedures.
- Coordinate with colleagues across customer service, reservations, operations, and escalation teams.
- Share relevant updates to ensure a smooth handover of ongoing customer cases.
- Participate in training sessions and team meetings to improve product knowledge and service quality.
- Recommend improvements to booking support processes and customer communication practices.
- A high school diploma or equivalent is preferred; a bachelors degree in travel and tourism, hospitality, business administration, or a related field may be advantageous.
- Candidates with relevant customer service experience or practical travel booking knowledge are encouraged to apply.
- Additional training or certification in travel operations, hospitality, or customer relationship management is an advantage.
- Excellent written and verbal communication skills.
- Ability to explain travel policies, booking conditions, and procedural information clearly.
- Professional telephone etiquette and effective email communication skills.
- Strong listening skills and the ability to understand different customer needs.
- Ability to communicate courteously with customers from diverse backgrounds.
- Basic computer literacy and proficiency in email, internet browsing, and office productivity tools.
- Ability to learn reservation systems, booking management platforms, CRM software, and ticketing tools.
- Accurate data entry skills and attention to detail when updating booking information.
- Ability to manage digital records and navigate multiple applications efficiently.
- Familiarity with online travel agencies, airline booking systems, or global distribution systems (GDS) is an advantage.
- Strong customer service orientation and a genuine willingness to help others.
- Patience and empathy when handling complaints, unexpected changes, and urgent requests.
- Ability to explain policies professionally while maintaining a positive customer experience.
- Confidence in managing difficult conversations and identifying practical solutions.
- Strong time management and prioritization abilities.
- Capacity to manage multiple enquiries without compromising accuracy.
- Ability to maintain organized records and meet established response-time targets.
- A proactive approach to following up on pending booking changes and unresolved cases.
Previous experience in customer service, travel support, reservations, hospitality, call centres, or administrative support is desirable.
Experience handling booking changes, cancellations, refunds, itinerary enquiries, or customer complaints will be an advantage.
Familiarity with airline reservation systems, hotel booking platforms, online travel portals, or GDS tools is beneficial.
Candidates with experience using CRM platforms, ticketing systems, and customer support software may be preferred.
Freshers with strong communication skills, basic computer knowledge, a willingness to learn, and a customer-focused attitude may also be considered, depending on the positions requirements.
Candidates should demonstrate reliability, professionalism, accuracy, and the ability to work effectively in a structured service environment.
Employment may be available on a full-time or part-time basis, depending on business requirements.
Working hours and shift patterns will be communicated during the recruitment process.
Rotational shifts, evening shifts, weekend work, or public holiday coverage may be required to support customers across different time zones.
Remote, hybrid, or office-based working arrangements will depend on the specific vacancy and operational requirements.
Employees are expected to follow assigned schedules, maintain punctuality, and meet agreed service standards.
Breaks, weekly rest days, overtime arrangements, and other applicable employment conditions will be determined in accordance with company policy and local employment laws.
- Understanding of basic travel booking procedures and reservation management.
- Awareness of flight schedules, hotel reservations, travel itineraries, and common booking conditions.
- Ability to understand cancellation policies, refund eligibility, fare differences, and change restrictions.
- Willingness to learn current travel procedures and company-specific service policies.
- Ability to identify booking errors, investigate customer concerns, and determine appropriate next steps.
- Confidence in handling unexpected itinerary changes and time-sensitive enquiries.
- Ability to recognize when a request requires escalation or specialist assistance.
- Sound judgment when applying company procedures and communicating available options.
- Accuracy when reviewing passenger details, travel dates, reservation references, and itinerary information.
- Ability to identify inconsistencies before confirming a booking modification.
- Commitment to maintaining complete and reliable customer records.
- Careful handling of confidential information and customer documents.
- Ability to adapt to changing customer priorities, travel requirements, and operational procedures.
- Willingness to learn new booking tools, communication systems, and service standards.
- Openness to feedback, coaching, and ongoing professional development.
- Ability to remain calm and productive during periods of high enquiry volume.
- Demonstrate integrity, accountability, confidentiality, and respect in every customer interaction.
- Follow company policies and applicable data protection requirements.
- Work collaboratively with team members and service partners.
- Maintain a positive attitude while delivering consistent, high-quality support.
- Progressive Technology may offer a range of employment benefits based on the position, employment type, location, and applicable company policies. Potential benefits may include:
- Competitive Compensation: Salary or hourly pay aligned with the role, experience, and applicable market conditions.
- Training and Development: Structured onboarding and opportunities to develop travel support, customer service, and booking management skills.
- Career Advancement: Opportunities to progress into senior customer support, reservations coordination, travel operations, or team leadership roles.
- Supportive Work Environment: Collaboration with colleagues and managers who encourage professional development and service excellence.
- Flexible Work Arrangements: Remote or hybrid working options may be available for eligible positions.
- Performance Recognition: Recognition or incentives may be available where provided under the companys compensation and performance policies.
- Skill Development: Opportunities to strengthen communication, problem-solving, digital administration, and customer relationship management skills.
- Employee Support: Access to applicable leave, statutory benefits, and other employment provisions in accordance with company policy and local law.
- Specific salary details, benefits, incentives, and work arrangements should be confirmed in the official vacancy announcement or during the interview process.
Joining Progressive Technology as a Travel Support Associate offers an opportunity to build a career in customer service and travel operations while helping customers manage important travel arrangements.
Make a Meaningful Difference: Help travelers resolve booking concerns, understand their options, and feel supported when plans change.
Develop Valuable Professional Skills: Gain practical experience in customer communication, reservation management, issue resolution, and digital support systems.
Build a Career in Travel Operations: Develop transferable skills that can support future opportunities in travel coordination, reservations, customer experience, and operational management.
Work in a Customer-Focused Environment: Contribute to service quality by providing reliable information, thoughtful assistance, and timely follow-up.
Learn and Grow: Strengthen your professional capabilities through practical experience, coaching, and exposure to different customer situations.
Contribute to Team Success: Collaborate with colleagues to resolve enquiries efficiently, improve service processes, and deliver a consistent customer experience.
Progressive Technology welcomes individuals who are dependable, motivated, eager to learn, and committed to helping customers. If you enjoy solving problems and communicating with people, this position may be a valuable next step in your professional journey.
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