If you don’t have TICO certification please don’t apply!!!
Line of business: Airmiles Suppor
t
Duration/end date: 6 mont
hsPossibility of Extension: Yes, Based on Availabili
tyPossibility of conversion to FTE: Yes, Based on Availabili
tyWorking hours: 9-5pm EST, Flexibility to start at 8am (based on Business needs) shifts can vary between 9-5 and 11
-7OT requirements: Based on requirements with Pre-approval
s.Working Location: 100% Remote within Ontario and able to commit to the various work shift
s.
Role Manda
te:As a Customer Service support, you will support the Business by investigating and resolving technical issues with travel reservations that are unable to automate, Support the Collector by providing travel industry expertise, options, and assistance to accommodate collectors with involuntary changes to their travel reservations in the case of schedule changes and Work with our travel suppliers where assistance is required to accommodate the request. Research and resolve issues on travel reservations and ensure they are interfaced with back-office syste
ms.
Role Responsibilit
ies:• Proactively identify a better alternative for passengers when schedule changes occur on files. Communicate with the passengers and rebook the flights, as well as reissue the ticket using QREX mask/ PHASE
IV.• Issue Tickets for voluntary schedule changes. QC files prior to issuing, airline fare rules to ensure the correct change fee is being charged and the fare rules of the ticket are being
met.• Resolve complex situations on passenger files such as coupon status issues, communicate with the airlines and passengers to identify best resolution for business and passenger. Professionally handle escalated situations and fulfill special/urgent requests such as passengers at airport without tickets, or correct errors made at time of initial booking such as a name correc
tion• Create new PNRS when needed such as in case of purged
PNR.• Action failed or rejected files from ticketing robotic for both WS and BSP in Sabre Red and Sabre Sonic, determine root cause of problem or initiate investigation into root cause and issue tic
ket.• Resolve requests from Finance to interface bookings that have not yet been invoiced as a result of system or manual er
ror.• Other tasks as required such as issuing Corporate tickets, Flexfly
etc.• Work closely with Finance team to resolve invoicing is
sues• Coordinate with and provide support to Reservation change agents to ensure correct fare is charged prior to issuing tic
kets• Work closely with different airlines to resolve passengers’ is
sues• Collaborate with Customer Care leadership team (Associate Managers, Associate Direct
ors)
Must Have Sk
ills:Strong Sabre/Ticketing experience (within the airline indu
stry)Excellent Communication s
killsCollaborative individual with great teamwork capabili
ties.Experience working in a similar
roleSomeone who is extremely customer foc
used.The ability to work independently and exercised sound judge
ment.Strong initiative with the ability to work well independ
entlyPrevious work experience or education in the travel industry (REQU
IRED)High level of competency with Sabre Red (Top s
kill)TICO certification required (Non negoti
able)
Nice to Have S
kills:Travel GDS pla
tforms
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