Support Team Member

Job Description

REQUIREMENTS

• Minimum of 5+ years’ Corporate Travel industry experience required.
• GDS system experience is required (SABRE). Advanced knowledge of Sabre GDS formats.
• Back-office systems experience (TRAMS).
• Be highly productive in a self-directed work environment.
• Must be open to feedback and work well in a new learning environment.

RESPONSIBILITIES

•  Read and interpret PNR data.
• Work queues and perform quality control.
• Internal support for Corporate Travel Center front line agents to include exchange assistant, GDS questions, online rejects, unused tickets, etc.
• General knowledge of Online booking tool knowledge is required (Concur, Deem, etc.).
• Familiar with ARC and ARC reporting.
• Knowledge of the systems, processes and workflows that need to be followed to deliver outstanding customer service and meet SLA expectations.
• Make recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flag issues for resolution to team leader.
• Undertake self-development and training to enhance skills to ensure achievement of both personal and business goals.
• Perform systematic and rational analysis to identify the root cause of issues, make informed judgment, anticipate and prevent recurring problems to service by understanding, anticipating, and exceeding their expectations.

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