Senior Travel Customer Service Specialist – GDS
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Senior Travel Customer Service Specialist – GDS & Reservations
KamelBPO
Job Description
Government Mandated Benefits
Insurance Health & Wellness
HMO
Kamel BPO is recruiting full-time agents (Intermediate, and senior level) to support an airline client’s seven-day operation. The role combines inbound call handling, email support, airline reservations, and direct work in a Global Distribution System (GDS).
Agents will assist passengers and travel agents with bookings, changes, cancellations, and travel-related questions while delivering accurate, professional service.
Key Responsibilities:
- Answer inbound calls and respond to emails from passengers and travel agents on behalf of the airline.
- Assist with new and existing bookings, date changes, cancellations, and general service inquiries.
- Explain applicable information related to fares, refunds, baggage, and seat assignments.
- Support special service requests, including wheelchair assistance and baggage-related needs.
- Use the GDS to check, create, and update passenger booking records accurately.
- Provide reliable information, resolve inquiries whenever possible, and record actions in line with airline procedures.
- Escalate complex, policy-sensitive, or unresolved issues through the approved workflow.
Non-Negotiable Requirements:
- Previous professional experience in airline reservations, travel, or customer service.
- Working knowledge of at least one GDS, such as Amadeus, Sabre, or Galileo.
- Strong spoken and written English, with confidence handling inbound calls and communicating with passengers and travel professionals.
- Professional, customer-service-oriented approach with strong attention to detail.
- Ability to work accurately in a fast-paced, high-volume environment.
- Willingness to work rotating shifts, weekends, and across time zones based on the client roster.
Preferred Experience:
- Experience handling booking changes, fares, refunds, baggage inquiries, seat assignments, and email support.
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