Online Booking Support Agent

JOB QUALIFICATIONS
• 3+ years corporate travel consultant/agent experience.
• EXCEPTIONAL customer service skills.
• Expert proficiency with Sabre GDS/Amadeus
• Experience supporting OBTs, including Concur, Get There & New Travel.
• Knowledge of ticketing procedures for airline, hotel and car rental systems.
• General Internet research skills and familiarity with Microsoft Office suite (Word, Excel, Outlook).
• Excellent command of written and spoken English.
• Ability to work independently, exercising discretion and judgment.
• Ability to manage multiple tasks and changing priorities.
• Ability to maintain work volume and quality consistent with peers.
• Ability to work under the stress of and meet productivity standards and deadlines.
• Ability to work independently in the absence of supervision.
• Flexible with shifting schedule
• Open-mindedness, flexibility and a team-oriented attitude in welcoming additional duties and responsibilities not specifically outlined herein, as requested.
DUTIES & RESPONSIBILITIES
Essential duties and responsibilities include:
• Daily monitoring, sorting and working of queues to maintain quality control.
• Assisting with various special projects, whether OBT or Sabre- / Amadeus- related.
• Manually booking air, hotel, rail, car and other transportation reservations when OBTs fail.
• Handling airline exchanges for travelers.
Additional duties and responsibilities include:
• Researching and solving client concerns including itinerary, profile, policy, payment, and billing concerns.
• Assisting with new account implementations.
• Setting exemplary client relations standards by maintaining prompt response times and always communicating professionally and courteously.
• Keeping abreast of airline and OBT rules, regulations and current affairs and communicating relevant changes accordingly.
• Meeting service level goals related to phone and email etiquette, quality, and productivity.
• Maintaining client profiles as necessary (including updates to TSA and reward program information).
• Participating in team conference calls and meetings as scheduled.
• Assisting travelers with OBT challenges when attempting to book travel