Assist customers with itinerary changes, cancellations, and rebooking for flights, hotels, car rentals, and activities.
Utilize Sabre or other GDS tools to research and manage flight and travel bookings efficiently.
Take full ownership of customer issues—ensuring thorough follow-up until a resolution is achieved.
Provide clear, accurate information about fare rules, hotel and rental policies, and change or cancellation fees.
Deliver prompt, empathetic, and solution-oriented support via phone, email, or chat.
Resolve complex travel issues by thinking critically and proactively identifying alternatives or next steps.
Maintain accurate records of customer interactions and booking updates.
Collaborate with airline, hotel, and other travel partners to advocate for and resolve customer concerns.
Hold yourself accountable for providing timely, effective service and delivering a positive customer experience.
Stay informed on industry updates, travel restrictions, and OTA procedures.

Travel industry, Travel Agency, or Online Travel Agency experience.
Proficiency with Sabre or a similar GDS system.
Strong understanding of airline fare rules, hotel cancellation policies, and third-party booking procedures.
Demonstrated ability to take ownership of customer cases, problem-solve independently, and follow through to resolution.
Excellent communication skills and attention to detail.
Ability to multitask and remain composed in a fast-paced environment.
Flexibility to work varied shifts including evenings, weekends, and holidays.
Ability to travel if needed for training or meetings.
High School diploma or equivalent experience

Contact Center Agent

Key skills