GDS Customer Support Specialist

3 months ago


Manila, National Capital Region, Philippines EXL Service Philippines, Inc. Full time


As a Travel Counselor, your role entails responding to customer calls and inquiries while adhering to established policies and procedures.

You will be responsible for modifying existing reservations, including ticket reissuances and cancellations, as well as providing assistance with online bookings such as air travel, hotel accommodations, car rentals, rail tickets, and non-GDS changes and cancellations.

Proficiency in Sabre/Apollo GDS systems and other designated tools is essential for effectively processing PNR (Passenger Name Record) changes.

Additionally, you will make outbound calls to vendors and customers as necessary and handle the creation of new PNRs for fresh bookings.

This position requires strong communication skills and a detailed understanding of travel industry practices to ensure exceptional customer service and support.


The role of Travel Counselor requires candidates to meet several key qualifications.

A minimum of one year of experience in travel services is essential, accompanied by at least one year of experience with Global Distribution Systems (GDS), preferably Sabre or Apollo.

Candidates should possess extensive knowledge of US domestic travel industry practices, including business travel destinations and geography.

Proficiency in navigating internet resources and websites is necessary, alongside prior experience in a call center environment, ensuring the ability to deliver superior client service.

The position demands the capability to perform effectively under pressure, manage multiple tasks concurrently, and maintain professional communication and rapport with clients at all times.


We offer a comprehensive benefits package designed to attract and retain top talent. This includes a competitive compensation package with incentives tied to both retention and performance. From day one, employees receive HMO coverage, ensuring immediate healthcare support. Dental coverage is also provided to maintain oral health. We prioritize professional growth with in-house training programs and personal development initiatives aimed at enhancing skills and advancing careers. Additionally, employees enjoy meal allowances and other benefits designed to promote well-being and support a productive work environment.

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