Contact Center Agent

Switchfly

14d•Remote

About The Position

We are seeking an experienced Travel Support Agent to join our customer support team at a leading Online Travel Agency (OTA). This role requires hands-on travel industry experience, particularly with flight, hotel, car rental, and activity bookings. The ideal candidate will be confident using a Global Distribution System (GDS), such as Sabre, and will demonstrate strong problem-solving skills, accountability, and a proactive approach to customer resolution.

Requirements

Travel industry, Travel Agency, or Online Travel Agency experience.
Proficiency with Sabre or a similar GDS system.
Strong understanding of airline fare rules, hotel cancellation policies, and third-party booking procedures.
Demonstrated ability to take ownership of customer cases, problem-solve independently, and follow through to resolution.
Excellent communication skills and attention to detail.
Ability to multitask and remain composed in a fast-paced environment.
Flexibility to work varied shifts including evenings, weekends, and holidays.
Shifts range from 6:00am to midnight MT, 7 days per week.
Ability to travel if needed for training or meetings.
High School diploma or equivalent experience

Nice To Haves

Experience in a call center or remote support environment.
Familiarity with customer relationship, travel platform, or project management systems such as Switchfly, Atlassian, Salesforce, or Zendesk.
Multilingual abilities are a plus.
Passion for delivering exceptional customer experiences and achieving high customer service scores.

Responsibilities

Assist customers with itinerary changes, cancellations, and rebooking for flights, hotels, car rentals, and activities.
Utilize Sabre or other GDS tools to research and manage flight and travel bookings efficiently.
Take full ownership of customer issues—ensuring thorough follow-up until a resolution is achieved.
Provide clear, accurate information about fare rules, hotel and rental policies, and change or cancellation fees.
Deliver prompt, empathetic, and solution-oriented support via phone, email, or chat.
Resolve complex travel issues by thinking critically and proactively identifying alternatives or next steps.
Maintain accurate records of customer interactions and booking updates.
Collaborate with airline, hotel, and other travel partners to advocate for and resolve customer concerns.
Hold yourself accountable for providing timely, effective service and delivering a positive customer experience.
Stay informed on industry updates, travel restrictions, and OTA procedures.