Reservations Administration Associate (BPO)

Midshift | Onsite
With 2 years experience in GDS Sabre
Ortigas, Pasig city

Job Title/Position

Reservations Administration Associate


Daily Responsibilities
· Responding to inbound emails and web messages
· Creating new outbound emails
· Primarily non-voice, but voice tasks are still a component of the role and other tasks at hand
· Processing transactions on proprietary and 3rd party systems
· Attending virtual huddles and other online meetings
· Receiving or making internal voice calls
· Brochure call follow up and converting to quotes/bookings
· Updating data/reporting and collating other information
· Providing feedback on opportunities to improve process
· Calculating various costs for travel bookings e.g. flights, upgrades and/or add-ons
· Providing specialist advice to other internal teams
· Prioritizing work across multiple queues/systems
· Quality checking own or other team members work before finalizing
· Rapid task switching based on priorities/urgencies

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
· Customer focus

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
· 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 skills Good with numbers and logic.
· High adaptation to priority changes
· Ability to multi-tasks
· Attention to details, well-organized is necessary
· Persistent and consistent, ability to follow-through with assigned tasks
· Clear communication with internal team members & external business partners. (fluent in English written/ speaking)

Prior Experience
Describe the prior working experience a candidate should have.

· Customer service (emails, web messages, voice)
· 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 travel booking / global distribution systems

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

· Attendance
· Punctuality/Adherence
· Tasks actioned e.g. emails responded to, letters issued, cancellations processed, problems solved
· Number of escalations/ requests for assistance
· Quality/Accuracy
· Customer satisfaction

Working Hours
Describe the work schedule the staff will follow Eg. 9am-6pm AEST.

Rotational shift based on UK market (Standard shift: 4pm to 1am PHST)