Job Title:

Job Description

Responsibilities

• Manage end-to-end complex corporate travel bookings using GDS (Amadeus, Sabre, or similar), including multi-leg and international itineraries across air, hotel, rail, and ground transport.
• Perform advanced GDS tasks, including (but not limited to): manual PNR creation and modification, pricing and re-pricing, ticket issuance, exchanges, refunds, EMD handling, and queue management.
• Apply deep knowledge of fare rules, airline policies, and corporate travel requirements to provide accurate and compliant travel solutions.
• Handle high-impact travel disruptions (e.g., cancellations, delays, schedule changes, strikes, weather events) with speed, ownership, and precision.
• Ensure ADM avoidance through accurate booking, ticketing, and fare application practices.
• Act as a point of contact and subject matter expert for complex cases and escalations related to travel bookings and GDS processes.
• Suggest and modify suitable travel options that best meet client needs, balancing customer experience, company policy, and cost considerations.
• Engage in direct communication with clients via email, chat, and/or phone calls in a fast-paced, multi-channel environment.
• Liaise with suppliers (airlines, hotels, and partners) to resolve complex booking issues.
• Maintain high satisfaction standards and strive to exceed customer expectations when managing bookings, queries, and requests.
• Resolve problems by applying established Perk policies, procedures, and tactics, while also thinking critically when standard approaches are insufficient.
• Address, preempt, and solve problems proactively, anticipating issues before they arise.

Profile

• Minimum 3–5 years of experience in a Travel Management Company (TMC) or corporate travel environment. Minimum 2–3 years of hands-on experience working with GDS systems (Amadeus preferred), including flights, hotels, cars, and rail modules.
• Strong experience managing complex, multi-segment and international travel itineraries.
• Proven experience in customer care within a contact center environment covering multi-channel operations.
• Solid understanding of fare rules, ticketing processes, exchanges, refunds, and ADM avoidance.
• Excellent communication skills in Business English, both spoken and written.
• Proven track record of delivering high-quality service in a client-facing role.
• Preferably, but not mandatory, a Bachelor’s Degree.
• Computer literacy, including knowledge of word processing, typing, and cloud-based applications.

Skills

• Proven ability to provide an excellent customer experience in complex and high-pressure scenarios.
• Strong understanding of end-to-end travel processes and the impact of decisions on cost, compliance, and customer satisfaction.
• High level of ownership and accountability, with the ability to manage cases independently.
• Adapt at applying critical thinking and making decisions in complex or ambiguous situations.
• Highly detail-oriented, ensuring accuracy in booking, pricing, and ticketing.
• Strong problem-solving skills with the ability to manage travel disruptions effectively.
• Independent and reliable — can be trusted to manage complex cases with minimal supervision.
• Process-oriented while remaining flexible when handling non-standard scenarios.

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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