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