About the Role
We are seeking a highly motivated and detail-oriented Customer Service Specialist with hands-on experience in the travel industry and proficiency in the Sabre Global Distribution System (GDS). The ideal candidate will be responsible for delivering exceptional service to clients by assisting with travel bookings, itinerary management, and resolving travel-related inquiries in a fast-paced environment.

Key Responsibilities

• Reservations & Booking Management
  • Create, modify, and cancel airline reservations, hotel bookings, car rentals, and travel packages using Sabre GDS
  • Issue, reissue, void, and refund airline tickets accurately and efficiently through Sabre
  • Build and manage Passenger Name Records (PNRs) ensuring all details are complete and accurate
  • Monitor ticketing time limits, queue management, and fare rules within the Sabre system
• Customer Support & Service
  • Serve as the primary point of contact for customers via phone, email, chat, and in-person interactions
  • Provide professional and timely assistance with travel inquiries, booking confirmations, itinerary changes, and cancellations
  • Handle customer complaints and concerns with empathy, patience, and effective resolution skills
  • Educate customers on travel policies, visa requirements, baggage allowances, and travel advisories
• Fare & Pricing Expertise
  • Conduct fare searches, comparisons, and pricing using Sabre Fares and related tools
  • Apply promotional fares, discount codes, and special rates accurately
  • Ensure compliance with airline fare rules, restrictions, and ticketing guidelines
  • Provide cost-effective travel options and upsell ancillary services when appropriate
• Administrative & Operational Duties
  • Maintain accurate records of all customer interactions and transactions in the company's CRM and booking systems
  • Coordinate with airlines, hotels, tour operators, and other travel suppliers to resolve booking discrepancies
  • Process travel insurance requests and assist with claims when necessary
  • Generate reports on booking activities, cancellations, and customer feedback
  • Stay updated on industry trends, airline schedule changes, and travel regulations
• Compliance & Quality Assurance
  • Adhere to company policies, IATA regulations, and airline ticketing standards
  • Ensure data accuracy and confidentiality of customer information
  • Participate in quality audits and maintain high customer satisfaction scores

• Minimum 3 years of experience in a customer service role within the travel industry
• Proven hands-on experience using Sabre GDS (required)
• Experience with airline ticketing, fare construction, and PNR management
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Exceptional attention to detail and organizational skills
• Ability to multitask and work under pressure in a fast-paced environment
• Customer-centric mindset with a passion for delivering outstanding service
• Team player with a positive and professional attitude

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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