Customer Support Advisor

Customer Support / Philippines, Manila

Customer Support Advisor is the position responsible for providing customer service to the company’s clients with existing reservations, assist the sales department with technical GDS procedures, and work on customer preferences and company interests. The Agent will be involved and maintain operative working team relationships with the sales department and all support departments. The Agent will provide the teams with the required information in regard to such processes as ticket issuance, exchange procedures, refund procedures, name corrections, flight reinstatements, etc. 


  • Excellent customer service, preferably in the travel industry.
  • Excellent verbal and written English communication skills.
  • High level of discipline, self-motivation, and responsibility.
  • Advanced level of PC knowledge.
  • Process air documents through GDS (Amadeus, Apollo, Sabre and etc) as an issue, exchange, and refund airline tickets according to airline and company policies and procedures.
  • Respond to agency inquiries such as fare quotes, commissions, and general questions.
  • Assist travel agents with reservations with issues over the phone, via email, and via chat. Provide courteous and prompt responses.
  • Read, understand, and apply airline policies for exchanges/refunds/name corrections.
  • Read, understand, and apply contract bulk rules and restrictions including bulk fares, code-shares, routing requirements, ticketing deadlines, changes, and cancellations.
  • Process sales through the company’s back-office systems and client management systems.
  • Process email requests.
  • Interact with different airlines and consolidators.
  • Stress-resilience.
  • High emotional intelligence.
  • Receptive to feedback and a good team player.
  • Willing to work any shift and weekday.
  • Excellent analytical skills and willingness to learn.


  • Customer Service experience 2 years and above (voice/email).
  • Knowledge and understanding of the ticketing process (issuance, exchange, refund).
  • Certification in Apollo, Galileo, Sabre, and/or Amadeus systems by either IATA, Airlines, or GDS.
  • Proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams) and Google spreadsheets (Docs, Excel, Sheets).
  • Knowledge of back-office systems and reconciliation procedures for sales reporting via TRAMS, ARC, and BSP.


  • Compensation package starting from Php 30,000 and up, based on demonstrated experience.
  • Engagement with a major international group.
  • Hands-on experience with industry-defining innovative trends.
  • Unlimited professional development.
  • Monthly team-building events.
  • Participation in global projects for interested professionals.
  • Modern office with all facilities and relaxation areas, located in one of the best and most advanced business areas in BGC, Taguig City.
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