Traveloka Ticketing Agent in Taguig, Philippines

  • Resolve customer cases related to flight ticketing both GDS and non GDS, including but not limited to rescheduling, corrections, changes, check-in problem

    • Issue and reissue tickets to customers via booking system

    • Escalate support cases as per company’s criteria

    • Manage airline health and CAPTCHA viewer

    • Achieve daily performance targets

    • Ensure all cases are solved within required timeframe following company’s SOP

    • Escalate any issues or product improvement suggestions to the related stakeholders

    • Responsible for any tasks assigned by the team leader

    • Bachelor's degree in any relevant field

    • Minimum of 1 year experience as customer support from the online travel industry

    • Strongly familiar with GDS ticketing system

    • Certification in Abacus, Galileo, and/or Amadeus systems by either IATA, Airlines or GDS is an advantage

    • Ability to perform in a CSAT driven and metrics based performance management system

    • Willingness to work in fixed monthly rotation of shifts (morning, midshift, graveyard)

    • Ability to solve customer’s issues quickly and comprehensively

    • Strong understanding of customer service principles

    • Excellent command of both verbal and written English and Filipino