Job Description
Position Summary:
Role within the CS desk team dedicated to perform back office tasks in Global Distribution Systems (Amadeus, Travelport, Sabre), to monitor CS queues and refunds. The main objective is to finalize all types of changes and cancellations in GDS tools, as well as providing quote and support frontline agents regarding general questions concerning specific AIR processes or policies.
Main tasks and responsibilities:
* Responsible for quoting voluntary and involuntary changes, rebooking and reissuing air tickets
* Works with GDS/NDC/consolidator systems queues and takes action when necessary according to internal handling guidelines
* Handles refund requests and follow-ups settled via BSP platform
* Should report any airline policy changes or updates to line manager/supervisor to contribute to the maintenance of Omio’s internal documentation
* Monitors Omio air internal queues in our ticketing system and internal communication channels
* Contacts airlines by email and phone when applicable
* Supports frontline by reading and quoting customers requests for AIR bookings (English)
* Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
Qualifications
* Certified studies in tourism with GDS systems
* Proficiency in using Global Distribution Systems (GDS) with certified experience of two years on GDS for ticket reissue and refunds handling
* Familiarized with frontline CS support and back office operations
* Strong knowledge of AIR processes and policies, as well as OTA procedures
* Excellent communication skills and able to work in a dynamic, fast changing environment
* Keeps a problem-solving approach focused on customer satisfaction
* Capable of assessing priorities/urgency levels and criteria to monitor queues
* Fluent English level (reading, writing and speaking). German or Spanish a plus but not essential)
Additional Information
What’s in it for you? #LifeAtOmio
* Have an impact. With innovation and smart technology, we are changing the way people travel, and you, too, can impact this ride
* A competitive and attractive compensation package
* A diverse team of more than 45 nationalities
* Experience working in an international environment, including travel to Berlin
Diversity makes us stronger
We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age, or disability.