Travel Support

• We are seeking a highly motivated Travel Support whom to work closely with Travel Advisors by managing backend tasks such as invoicing, billing, receipts, and costings. They also support Advisors in complex Sabre-related processes, including ticket reissuance, refunds, and corrective actions. They ensure all transactions are accurately processed and that advisor performance is tracked and recorded on time. This role supports the smooth operation of the sales process, allowing Travel Advisors to focus on closing sales and delivering exceptional customer experiences. In essence, this role bridges the operational and strategic components of the business, ensuring that customer service and sales performance are supported by a reliable and efficient backend system.

• Assist Travel Advisors with backend administrative tasks including invoicing, billing, receipts, and costings.
• Ensure accurate and timely recording of Travel Advisors’ sales and performance data for target tracking.Ticket reissuance
• Support Travel Advisors in complex Sabre system functions, such as:
  1. Ticket Reissuance
  2. Refund processing
  3. Fare adjustments and other corrective actions
• Maintain organized documentation and financial records for all transactions (inclusive Invoice, Credit Notes, Refunds) within agreed SLA
• Coordinate with finance and operations teams to ensure smooth processing of payments and travel arrangements.
• Help troubleshoot booking or system issues related to operational workflow.
• Monitor and flag any discrepancies or issues in costings, commissions, or billing.
• Contribute to the overall efficiency and performance of the sales team by handling support functions promptly and accurately.

• Degree or Diploma in any field of studies
• Minimum 2 years working experience in operations within the field in hospitality, customer service, client servicing or travel related industries
• Good to Excellent understanding on Travel Knowledges especially airlines and company product.
• Customer experience driven person
• Attentive to details, accuracy and result oriented in achieving KPIs and SLA
• Growth mindset person – positive, proactive, creative solutions and make continuous improvement
• High level of stress tolerance and operational crisis management
• Strong self-leadership, teamwork and inspiring others to success

• Knowledge of various cruise, tour, airline, and other travel brands is preferred.
• Proficiency in travel booking systems and relevant software applications is an added advantage.
• Customer Service Mastery by able to deliver outstanding service through clear communication, problem-solving, empathy, professionalism, industry expertise, attention to detail, and proactive relationship management
• SLA Sensitive to ensure timely, high-quality service by proactively managing response times, prioritizing requests, and consistently meeting or exceeding SLA standards

• A Travel Support must possess exceptional emotional intelligence, allowing them to understand and connect with Travel Advisor on a deeper level. This trait enables them to anticipate and fulfil the unique needs and preferences of everyone, fostering trust and building long-lasting relationships.

Active Listening Skills

• The ability to actively listen is crucial for a Travel Support. They must pay close attention to Travel Advisor requirements, concerns, and desires to provide recommendations and solutions that align with their expectations.

Quick Thinking and Problem-Solving Abilities

• Travel plans can sometimes encounter unexpected challenges or changes. A Travel Support needs to be adept at thinking quickly on their feet, finding creative solutions, and making informed decisions in high-pressure situations.

Customer-Centric Approach

• A Travel Support should always prioritise the customer’s needs and satisfaction. They must treat each customer as if they are the most important person in the room or on the call, going above and beyond to deliver exceptional service at every interaction. Putting the customer first and providing personalised attention is key to building loyalty and creating memorable experiences.

Strong Attention to Detail

• Attention to detail is crucial for a Travel Support, as even the smallest oversight can lead to customer dissatisfaction or logistical issues. They must meticulously handle travel arrangements, documentation, and customer preferences to ensure accuracy and precision throughout the planning and booking process

Sales and Target Orientation

• A Travel Support should possess a sales-oriented mindset and be motivated to achieve sales targets set to the Travel Advisor. They should actively seek opportunities to work closely with Travel Advisor to achieve high performance while also understanding the importance of cultivating long-term customer relationships that lead to repeat business and referrals.

Resilience and Adaptibility

• The travel industry can be dynamic and unpredictable, requiring Travel Support to be resilient and adaptable. They must be able to handle change, navigate unforeseen circumstances, and adjust travel plans accordingly, all while maintaining a positive and professional demeanour.

Team Player Mindset

• Collaboration and teamwork are crucial in the travel industry. A Travel Support should be a great team player, willing to share knowledge, support colleagues, and contribute to a positive and cohesive work environment. Working together as a team enhances productivity, efficiency, and overall customer satisfaction.

Humility

• A core value of our company, a Travel Support ought to be humble enough to know that one doesn’t have all the answers and always be willing to learn new things, be open to receive feedback and strive to improve themself as a professional and individual. We celebrate and recognise such individuals.

• High reputable travel agency
• Flexi staff benefits
• Cross functional & high growth culture