Ticketing Associate

3 weeks ago

Pasig, National Capital Region, Philippines Manpower Core Group Inc. Full time

Shifting Schedule | Onsite Cyberscape Beta, Ortigas, Pasig city at least 2 years experience with GDSDaily Responsibilities · Handle flight quotations, bookings, ticket issuance, refunds, and exchanges for Scenic Crew members.· Manage communication channels, including emails, web messages, hotline, and chat.· Process transactions using both proprietary and third-party systems.· Participate in virtual meetings, huddles, and other online gatherings.· Manage internal voice calls, either receiving or making them.· Update data, generate reports, and compile relevant information.· Provide feedback to identify and suggest process improvements.· Calculate travel-related costs such as flights, upgrades, and add-ons using Sabre.· Offer specialized advice and support to other internal teams.· Prioritize tasks across multiple queues and systems using Sabre GDS.· Conduct quality checks on work, either personally or for other team members, before finalization.· Adapt quickly to changing tasks and schedules based on business requirements. 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· Sabre GDS experience (native/command driven)· Good general geographic knowledge 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 and 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· Calm under pressure/ability to deal with emergency situations Prior ExperienceDescribe the prior working experience a candidate should have. · Customer service· 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 flights booking / global distribution systems such as Sabre Performance MeasurementHow can we measure performance for this job profile (KPIs/Metrics/Targets) AttendancePunctuality/AdherenceTasks actioned e.g. calls taken, emails responded to, tickets issued/re-issued, refunds processed, problems solvedQuality/AccuracyCustomer satisfactionCompliance

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