Reservations Administration Associate
2 weeks ago
Midshift | Onsite With 2 years experience in GDS Sabre Ortigas, Pasig cityJob Title/Position Reservations Administration Associate Daily Responsibilities · Responding to inbound emails and web messages· Creating new outbound emails· Primarily non-voice, but voice tasks are still a component of the role and other tasks at hand· Processing transactions on proprietary and 3rd party systems· Attending virtual huddles and other online meetings· Receiving or making internal voice calls· Brochure call follow up and converting to quotes/bookings· Updating data/reporting and collating other information· Providing feedback on opportunities to improve process· Calculating various costs for travel bookings e.g. flights, upgrades and/or add-ons· Providing specialist advice to other internal teams· Prioritizing work across multiple queues/systems· Quality checking own or other team members work before finalizing· Rapid task switching based on priorities/urgencies QualificationsDescribe the qualifications the staff must have in terms of skills and capabilities · Excellent communication skills in English – written and spoken· Ability to adapt communication to different countries/cultures· Numerate/Experience with spreadsheets - ability to complete calculations and translate time across time zones· Experience with different proprietary web applications and MS Office Suite· Customer focus Competencies/Personality Traits · Multitasking across multiple systems, processes and markets during the course of a day· Curious to ask questions, understand processes thoroughly and learn more· Resilient to change· Persistent with tasks that may be difficult at first· Attention to detail· Pride in their work· Sense of urgency with time sensitive tasks· Interest in the world around us· Resourceful – use the resources available to work effectively and independently· Autonomous – ability to make reasoned decisions when an answer or support is not immediately available· Problem solving skills Good with numbers and logic.· High adaptation to priority changes· Ability to multi-tasks· Attention to details, well-organized is necessary· Persistent and consistent, ability to follow-through with assigned tasks· Clear communication with internal team members & external business partners. (fluent in English written/ speaking) Prior ExperienceDescribe the prior working experience a candidate should have. · Customer service (emails, web messages, voice)· Contact Centre or Processing Centre· Dealing with high-net-worth customers, who have English as their first language· Travel industry and/or luxury brand preferred, specifically experience with travel booking / global distribution systems Performance MeasurementHow can we measure performance for this job profile (KPIs/Metrics/Targets) · Attendance· Punctuality/Adherence· Tasks actioned e.g. emails responded to, letters issued, cancellations processed, problems solved· Number of escalations/ requests for assistance· Quality/Accuracy· Customer satisfaction Working HoursDescribe the work schedule the staff will follow Eg. 9am-6pm AEST. Rotational shift based on UK market (Standard shift: 4pm to 1am PHST)
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