Business Support Unit Officer

Industry Category	Sciences	Position	Aviation
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	College Diploma	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-04	Valid Until	Long-term validity

Position Summary

Functions as Helpdesk support for Client's Asia’s Ground Staff & Reservations in terms of:Any change, error & movement in bookings & reservations,Assistance in handling passenger booking during flight disruptionsAssistance in interpreting Operational policies andProvides up-to-date informationEnsures that all tasks are handled accurately and submitted on time.Responds promptly to customer inquiries.Exercise sound judgment.Resolves complaints satisfactorily.

Duties & Responsibilities

Subject Matter Expert’s Functions

Ensures timely and accurate completion of the assigned tasks covered during your shift.Resolves booking issues, e.g., pricing error, booking modifications, payment concerns (Singpost/7eleven/GCASH/Poli) Newskies and my password reset, and implementing fare policies and restrictions.Blocks seat(s) for Client's crew rest other than those related broken and unserviceable seats.In charge of Duty Travel requests for Client's employees and ensures that every request is handled with efficiency, which maybe to create/amend or cancel booking.Coordinates clearing of blacklisted passengers with Client's securityCreates amends and cancels Duty Travel Rerequestsor Client's Employees. Ensures every reservation is accurately done and on time;Monitors all queries from BSU/PFS/DUTY TRAVEL/TRAVEL hubs. Ensures proper and timely actions are undertaken.Actions APP/APIS concerns such as “Do not Board” and “Contact Immigration” or refer concerns to appropriate departments.Verifies Client's frequent flyer‘s flight confirmation for mileage points.Ensures timely submission of the daily and monthly hotel and transport reports, (both international and domestic) in compliance with the company and departmental policy.Ensures that daily and weekly tail allocation of all Client's flights are accurately done.Ensures that all flight requirements for bulk paxing are undertaken after roster publication.Actions refund(s) for the Client's flight bookings as advised by the client.Generates and sends General Declaration when needed.Provides passenger name list for Client's ports. 

Quality Call Handling

Ensures calls are answered within 1 minute and provide updated information as well as the appropriate resolution to the inquiry.Follows the proper and correct call handling procedures when providing updated information and resolution to the caller.Guarantees to provide updated information as well as providing the appropriate course of action to resolve the issue.

System Navigation and Usage

Productively use and navigate the various system tools provided to guarantee resolution and updated information.Proactively escalate any issues or problems one may encounter while using the system tools.

Administrative

Maintain and uphold company safety and security measures.Must consistently meet ACL attendance policies.

Minimum Qualification

1.  Functional Competencies

·       Excellent time management skills;

·       Ability to resolve issues;

·       Excellent written and oral English communication skills;

·       Willing to be based in Metro Manila or other locations as may be required by business operations;

·       Must be able to work on flexible shifts including nights, weekends, and/or holidays.

2.  Education & Work Background

·       Work experience with Airline Companies either domestic or international, but not limited to: Flight Operations, Travel Agency, Airport ground Operations, Reservations is an edge but not a requirement

·       Bachelor’s degree in Tourism, International Studies, Airline operations management, Foreign Service is preferred but not required

·       At least 6 months’ work experience in Airport/Airline operations on ground handling.

3.  Required Skills

·       Excellent Typing skills

·       Knowledge/Computer skill in Microsoft offline application

·       Working knowledge of SkySpeed, SkyPort and Amadeus

·       Analytical, process-oriented & has keen eye for details

·       Has basic math skills

Global Virtuoso is a Philippine-based outsourcing company that provides specialist support in mission critical business areas. Our Manila-based team of industry-leading specialists in diverse disciplines and sectors – our Virtuosos – delivers process efficiencies and global best practice at a fraction of the cost of comparable staff in clients’ home markets.As a result of these world-class capabilities we are trusted with key processes by large international businesses. We also provide Small and Medium Enterprises (SMEs) with the infrastructure for growth without the need to take on more staff, larger premises or vastly increased costs.In contrast to traditional Business Process Outsourcing (BPO), we call our work Knowledge Process Outsourcing (KPO) because we manage highly technical processes that rely on knowledge, technical expertise and understanding of specific business strategies and needs. Many of these processes are not commonly outsourced and are beyond the capabilities of most traditional BPO houses.Our growing reputation is based on our ability to understand, document, transition, and successfully execute complex technical processes across a number of highly regulated industries. Underpinning these skills, our quality management and process improvement resources, supported by a robust transition management framework, enable us to take on new processes in industries that we have not previously managed. In doing so, we often increase the quality and performance of process delivery against our clients’ experience of managing the processes in-house.In addition to delivering these bespoke services for a broad range of businesses, we offer specific expertise in three key areas such as Aviation, FACA and Healthcare.