Support Services Agent

About this role

Position Type: Full-time Location: Philippines (Remote) Schedule: EST (USA) schedule, rotational shifts including weekends (40 hours per week) About the Company Our client is a US-based company that provides preferred air, hotel + car contracts; corporate travel policy solutions; customized reporting; multilingual consultants; quality assurance guarantees; passport + visa services; bespoke leisure travel; creative event management; group and meeting planning; and incentive travel.

About the Role As a Support Services Agent, you will provide specialized operational and ticketing support for our client’s Global operation, ensuring travel services are executed accurately and on time. Working closely with travel advisors and internal teams, you will use your expertise in Sabre GDS to handle airline ticketing, exchanges, refunds, reissues, schedule changes, fare quotations, and reservation support. You will also apply your knowledge of airline agreements, fare rules, and negotiated pricing to protect accuracy and financial value for the business, while upholding company procedures, supplier requirements, and First in Service standards.

This role is 100% remote. Responsibilities - Book air, car, hotel, and rail travel using Sabre (Native GDS), ensuring accuracy, policy compliance, and cost-effectiveness. - Apply a solid understanding of the travel industry, including airline operations, fare structures, ticketing procedures, reservation processes, and travel policies, to ensure accurate and efficient travel arrangements. - Manage reservations, exchanges, cancellations, and itinerary updates for domestic and international travel.

- Provide global fulfillment assistance to clients, VICs, and VIP travelers. - Handle booking inquiries, troubleshoot issues, and deliver timely, high-level customer service. - Provide emergency travel assistance when needed and escalate complex issues appropriately. - Manage high-volume email and phone requests while meeting SLA requirements. - Maintain updated logins for airline sites and tools used by VICs. - Support debit memo management and produce necessary administrative reports.

- Ensure all bookings comply with fare rules and airline regulations (including POC/O&D requirements) - Work with the Service Support Lead and Managers to identify recurring issues and improve - processes. - Participate in team meetings and contribute to best-practice sharing. Competencies and Qualifications - 3+ years in a travel service environment, managing bookings and resolving client issues. - High School graduate or equivalent required - Direct experience with a Global Distribution System (GDS) with expertise in Native Sabre required - Must demonstrate proficiency in itinerary creation, fare pricing, reservations and ticketing, post-booking servicing, voluntary and involuntary changes, refunds, residual value management, and manual fare construction using airline waivers and applicable fare rules.