Job Summary
The Corporate Travel Support Agent provides end-to-end travel support to business travelers across chat, phone, and email channels. This role manages bookings, changes, and disruptions while ensuring compliance with corporate travel policies and service level agreements (SLAs). The position requires strong GDS expertise, ticketing knowledge, and the ability to perform in a fast-paced, high-volume environment.
Job Description
- Provide professional and responsive travel assistance via chat, phone, and email
- Book, modify, and service air, hotel, car, and rail reservations
- Handle ticketing, exchanges, refunds, cancellations, reissues, and schedule changes accurately
- Ensure compliance with company policies, client travel programs, and global travel regulations
- Meet or exceed SLA response time and resolution targets
- Manage travel disruptions and proactively communicate itinerary updates to travelers
- Prioritize multiple concurrent requests based on urgency and traveler needs
- Document all transactions and customer interactions accurately in booking systems
- Identify, document, and escalate operational or service issues as needed
- Maintain performance metrics, attendance standards, and required training completion
- Stay updated on travel industry tools, NDC content, and best practices
Qualifications
- College degree preferred
- 3–5 years of corporate travel agent experience
- Proficiency in at least two GDS platforms, including Travelport+ (Galileo) and Sabre
- Working knowledge of NDC tools such as Farelogix and SPRK
- Strong knowledge of airfare rules, ticketing, exchanges, refunds, and reissues
- Experience supporting customers via chat, email, and phone channels
- Ability to manage high chat and call volumes in a fast-paced environment
- Strong multitasking skills and ability to navigate multiple systems simultaneously
- Excellent written and verbal communication skills in English
- Strong attention to detail and problem-solving abilities
- Ability to adapt quickly to account-specific processes and policy updates
- Flexible schedule availability, including evenings, weekends, and holidays
- Willingness to work on-site as required by business needs
