Exchange Desk Specialist
$38,292,800–$62,836,800 year
RemoteUnited States
United StatesRemoteFull Time$38,292,800–$62,836,800 yearLarge
Full TimeLarge
Job Summary
Process ticket exchanges accurately, ensuring fares are calculated correctly to avoid quality errors. Assist agents with questions about ticket and change applicability while providing consultative service on potential costs. Monitor and manage queue and email requests in a timely manner, delivering extraordinary customer service to internal clients. Maintain goal expectations in productivity and quality by completing all exchanges accurately and on schedule. This role requires 9 AM - 6 PM ET hours and a mastery of Sabre GDS.
Required Qualifications
- 3 years of travel advisory experience
- 3+ years' customer service experience, preferably in the travel industry
- Exceptional/above & beyond, proactive customer service approach
- Excellent travel industry knowledge
- Mastery in Sabre, with experience in multiple GDS' (Galileo and Amadeus)
- GDS formats, shortcuts, enhancements, pricing
- Corporate travel experience required
- Expert in international travel bookings and processes
- Experience handling multiple accounts
- Exceptional communication skills both written and oral
- Must pass GDS assessment
- Typing speed of at least 45 WPM
Desired Qualifications
- Leadership Abilities: Has strong understanding of own skill set and development opportunities
- Demonstrates exceptional teamwork
- Proactively offers support when ability matches need
- Acts as a leader among peers
- Thanks, peers, for support they have provided
- Consistently demonstrates mastery of the guiding principles in daily work habits
- Ability to provide constructive feedback to peers and leaders when appropriate
- Ability to handle most difficult situations
- May seek minimal guidance, but generally has a solution at hand
- Able to support peers in decision making
- Knows when to escalate to a leader
- Strong understanding of key ALTOUR initiatives and employs strong change management skills consistently
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