Senior Travel Customer Service Specialist – GDS
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Senior Travel Customer Service Specialist - GDS & Reservations
Clark, Pampanga | On-site | Full-time
Salary Range: ₱40,000–₱60,000
About the Role:
We are looking for an experienced Senior Travel Customer Service Specialist - GDS & Reservations to support an international airline client operating seven days a week.
The role combines travel customer service, airline reservations, ticketing support, and GDS operations. You will assist passengers and travel agents through inbound calls and email while managing bookings and passenger records using a Global Distribution System (GDS).
Key Responsibilities
Handle inbound calls and emails from passengers and travel agents.
Assist with new and existing reservations, booking changes, date changes, cancellations, and rebooking.
Provide accurate information on fares, refunds, baggage, seat assignments, and travel-related services.
Handle ticketing-related concerns and itinerary changes.
Process special service requests, including wheelchair assistance and baggage requirements.
Use a GDS to search, create, modify, and update passenger booking records.
Ensure reservation information is accurate and compliant with airline procedures.
Document customer interactions and actions taken.
Resolve concerns when possible and escalate complex or policy-sensitive issues appropriately.
Maintain professional service and accuracy in a fast-paced, high-volume environment.
Follow client requirements for quality, attendance, procedures, and escalation.
Qualifications
Experience in airline reservations, travel, travel agency operations, ticketing, or customer service.
Working knowledge of at least one GDS, such as Amadeus, Sabre, or Galileo.
Experience handling bookings, changes, cancellations, fares, refunds, baggage, or seat assignments.
Strong spoken and written English communication skills.
Confident handling customer calls and communicating with passengers and travel professionals.
Strong attention to detail, problem-solving, and customer service skills.
Ability to work accurately in a fast-paced, high-volume environment.
Willingness to work rotating shifts, weekends, and across different time zones.
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