Travel Associate (NIGHT SHIFT - Int. Ticketing)

Industry & Sector:

Primary Job Title:

Location & Work Type:

• Handle inbound and outbound customer interactions over phone and chat to manage travel bookings, modifications, cancellations, and refunds while meeting SLA targets.
• Process reservations and ticketing accurately using GDS/booking engines or internal booking platforms; ensure fare and itinerary compliance.
• Resolve customer issues and escalations quickly—investigate itinerary discrepancies, rebook options, and co-ordinate with suppliers (airlines, hotels, transfers).
• Upsell and cross-sell ancillary services (seat selection, extra baggage, travel insurance) when appropriate to drive revenue and customer satisfaction.
• Maintain precise records in CRM and booking systems, log calls, capture PNRs, and follow company SOPs for payments, refunds, and chargebacks.
• Meet or exceed team KPIs (handle time, CSAT, first-contact resolution) and participate in continuous-improvement initiatives and night-shift handovers.
  

Skills & Qualifications

Must-Have

• 1–3 years of customer service or travel reservations experience; comfortable on a night-shift schedule.
• Excellent spoken and written English with clear phone etiquette and strong listening skills.
• High computer literacy—fast data entry, MS Office basics, comfortable learning booking and CRM software.
  

Preferred

• Experience with GDS platforms (Amadeus, Sabre, Travelport) or online booking engines.
• Prior exposure to CRM tools (Zendesk, Salesforce) and familiarity with payment/refund workflows.
• Proven upselling/retention skills and a background in travel/tourism certification or diploma.
  

• Night-shift premium pay and structured allowance for on-site staff.
• Hands-on training programs, clear growth paths into senior consultant or operations roles, and regular performance coaching.
• Fast-paced, supportive contact-center culture focused on quality, collaboration, and measurable impact.