Airline Reservations Team Leader

We're Hiring: Airline Reservations Team Leader

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment We got you covered!

We are currently on the lookout for an Airline Reservations Team Leader to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Airline Reservations Team Leader

Work Arrangement: Work From Office

Location: Philippines - Pampanga (Angeles)

Schedule: Night shift

Job description:

Key Responsibilities

• Lead, supervise, and support a team of inbound and outbound agents handling passenger and travel-agent requests.
• Monitor daily team performance to ensure service levels, productivity, and quality standards are met.
• Provide guidance and real-time support to agents on complex booking, ticketing, reissue, refund, and fare-related queries.
• Handle escalated cases from customers, travel agents, and internal stakeholders.
• Oversee follow-up on missed calls, voicemails, and pending customer or travel-agent requests.
• Ensure accurate handling of bookings, changes, cancellations, ticketing, seat assignments, baggage queries, and special service requests.
• Use the GDS to check, update, and manage passenger bookings efficiently and accurately.
• Coach and mentor team members on GDS usage, customer-service skills, call handling, and airline policies.
• Conduct regular quality checks and provide feedback to improve individual and team performance.
• Assist with training and onboarding of new team members.
• Coordinate with other departments for issue resolution and process improvements.
• Prepare performance reports and highlight operational trends, issues, and recommendations.
• Ensure compliance with airline policies, fare rules, service procedures, and customer-service standards.
• Maintain professional and effective communication with customers, travel agents, and internal teams.
• Support shift operations and team coverage across different time zones as required.

Qualifications and requirements:

• Previous experience in airline reservations, travel operations, or customer service, with team-leading or supervisory experience preferred.
• Strong working knowledge of a GDS such as Amadeus, Sabre, or Galileo.
• Good understanding of airline reservations, ticketing, reissues, refunds, fare rules, and ancillary services.
• Proven ability to lead, motivate, and support a team in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Strong customer-service orientation and professionalism.
• Good attention to detail and ability to manage multiple priorities.
• Comfortable handling escalations and complex customer or travel-agent queries.
• Willingness to work in shifts and across different time zones.

Perks & Benefits:

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**