Customer Service Support - Travel

Position Title: Customer Service Support

Duration: 3 months

Possibility of Extension: yes, based on availability

Possibility of conversion to FTE: Yes, based on availability

Working hours: Shift will need to accommodate hours of operation M-F 08:00-22:00 EST and 09:00-18:00 on Saturdays (rotating)

OT requirements: Based on requirements, pre-approval is required.

Working Location: 100% remote within an EST time zone

Role Responsibilities:

• Work closely with airline, hotel and car partners to resolve issues related to modifications, cancelled bookings and customer service complaints.
• Resolve requests from Finance to interface bookings that have not yet been invoiced as a result of system or manual error.
• Resolve complex situations on collector files, communicate with travel suppliers and collectors to identify the best resolution for the business and the collector. Professionally handle escalated situations and fulfill special/urgent requests such as passengers at the airport or in the destination with an issue, correcting errors such as name corrections and assisting with purged bookings.
• Work closely with the Finance team to resolve invoicing issues.
• Other tasks as required such as updating processes and processing payment requests and refunds.
• Coordinate with and provide support to Reservation change agents to resolve collector inquiries and escalations.

Must Have Skills:

• TICO certified
• Previous work experience or education in the travel industry required.
• High level of competency with Sabre and Sabre Red
• Sabre experience

Nice to Have Skills:

• Additional Travel GDS platform knowledge