Senior Executive Quality Compliance Analyst - Pasay

Company : Exl

Job Type : Full Time

Pasay, Philippines

Job Description - Senior Executive Quality Compliance Analyst - Pasay

Description
This role involves supporting requests via phone, email, and chat, including changes to reservations, utilizing Sabre/Apollo GDS systems, making outbound calls, and offering cost-effective travel alternatives. Requires 1-2 years travel services experience, GDS proficiency, US domestic travel knowledge, internet skills, and the ability to multitask under pressure while providing superior client service.

Responsibilities

Ability to support requests via phone, email, chat which includes

Making changes to existing reservations (ticket reissuance & cancellations)

Providing support on any existing online bookings – air, hotel, car, rail & non-GDS changes & cancellations

Utilization of Sabre/Apollo GDS systems & other assigned tools required when completing PNR changes

Making outbound calls to vendors and customers as required

Creating new PNRs for fresh bookings

Offer cost effective travel alternatives to Travelers or Travel Arrangers as approved and communicated by the applicable Client in advance

Qualifications

This position requires a minimum of 1 to 2 years recent travel services experience (Corporate Preferred)

GDS experience required – Sabre/Apollo is preferred

Extensive US domestic knowledge of travel industry, business travel destination and geography

Internet/Website knowledge, call center experience and the ability to provide superior Client service

Ability to work under pressure and effectively multi-task while maintaining professional rapport with clients

Must possess strong consultative skills, decisive and successful problem solving skills, excellent written and verbal communication skills and the ability to use the internet effectively

Candidate must be self-motivated and have the ability to perform in a team environment

The ability to work flexible shifts is essential

Soft skills required

Active listening (e.g., recognizing and addressing Client objectives and needs, probing and information, minimizing repetition, reflective listening, etc.)

Recognizing and appropriately addressing cultural context (e.g., terminology, abbreviations, “Americanisms,” culture references, Client’s state of mind, etc.)

Call control (e.g., call direction, transitioning, etc.)

Must be fully conversant with the travel booking process, the applicable Client Travel Policies and the operating procedure of the Clients

Multitasking (e.g., simultaneous screen navigation, talk and type, anticipating upcoming screen/data elements for next item in conversation, etc.)

Experience with PC learning and self-directed training

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Senior Executive Quality Compliance Analyst - Pasay

Job Description - Senior Executive Quality Compliance Analyst - Pasay

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