Support Services Agent

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.
• Excellent verbal and written communications skills in English with the ability to engage professionally with clients at all organizational levels.
• Strong organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work collaboratively across departments.
• Ability to work with top level executives
• Ability to build and maintain strong relationship with travel advisors
• Experience in travel arrangement company or similar industry
• Extremely high attention to detail
• Strong reading comprehension, with the ability to accurately interpret complex written materials, including airline fare rules, ticketing policies, SOPs, client instructions, and technical documentation.
• Proven ability to work under pressure, handling high volumes of requests while maintaining accuracy and timeliness.

Technical Requirements (Device)

• Laptop/Computer (at least 8GB RAM)
• Headset (preferable noise canceling microphone)
• Fast/Stable Internet Connection (At least 100 mbps)

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Free Learning and Development Programs

Application Process

We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.