- Job Role: Workforce Management-WFM
- Experience (In Years): 0-3
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
- Soft skills required
- 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
