Ticketing Associate (BPO)

Shifting Schedule | Onsite
Cyberscape Beta, Ortigas, Pasig city
at least 2 years experience with GDS

Daily 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.

Qualifications
Describe 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 Experience
Describe 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 Measurement
How can we measure performance for this job profile (KPIs/Metrics/Targets)

Attendance
Punctuality/Adherence
Tasks actioned e.g. calls taken, emails responded to, tickets issued/re-issued, refunds processed, problems solved
Quality/Accuracy
Customer satisfaction
Compliance