Hopper
Customer Success -Travel Operations Specialist
PhilippinesRemotePosted 5 days ago
Full TimeMidRemotePH
See how this job matches your profile
Sign in for an AI-powered fit score, breakdown, and a tailored resume.
Job Description
Travel Operations SpecialistAbout the RoleHopper’s Travel Operations Specialists sit at the intersection of customer advocacy and operational expertise — the go-to resource for CS teams and travellers
Key Highlights
- Document and manage internal escalations, acting as the primary intake representative for incidents and drafting SOPs to prevent recurring disruptions
- Monitor multiple queues simultaneously — from automation errors to same-day voids and cancellations — adjusting priorities in real time as conditions shift
- Interpret travel advisories and coordinate workflows that process high volumes of schedule changes driven by disruptions or disasters
- Communicate directly with airlines, hotel providers, HTS partners, and Hopper customers via phone, email, and chat to gather the information needed to resolve escalated concerns
- Service complex bookings — including net fares, multi-ticket itineraries, and commission-based arrangements — often within the same PNR
Qualifications
Preferred Qualifications
- At least 1 year of experience in a customer-facing or back-of-house airline or travel agency role
- Hands-on proficiency with native Sabre as primary GDS, with working knowledge of Amadeus and Travelport (Apollo)
- Solid understanding of fares, airline contracts, ticketing rules and regulations, and NDC/portal-based products
- Strong written and spoken English communication skills; French bilingualism (CEFR B2+) is a meaningful asset
- Familiarity with ticketing procedures across air, hotel, and ground transportation
- North American geography knowledge, with the ability to apply it to real booking and routing decisions
- The composure and empathy to handle difficult customer conversations professionally under pressure
- A learning mindset — you treat new challenges as opportunities and actively seek to grow your expertise
- Preferred: 3+ years at a leisure or corporate travel agency, with experience in complex exchanges, refunds, and both domestic and international reservations
Skills & Technologies
GoMachine Learning
About the Company
Hopper
View company profile →
Interested in this role?
Sign in or create a free account to see how this job matches your skills, apply with one click, and let our AI tailor your resume.
Sign in to applyAI-powered resume optimization
Save and track your applications
Job Details
Employment Type
Full Time
Experience Level
Mid
Location
Philippines
Work Mode
Remote
Posted
5 days ago
Country
PH