Job description
Join JJA Travel and Tours as a Ticketing and Reservation Officer and play a pivotal role in delivering seamless travel experiences for our customers. In this role, you will handle ticketing operations, reservations, and customer inquiries with accuracy and a service-oriented mindset. Based in Makati, you will coordinate with airlines, service providers, and internal teams to manage bookings, issue tickets, reissues, refunds, and ensure compliance with airline rules and company policies. You will balance efficiency with personalized service, turning complex itineraries into smooth journeys and helping travelers navigate disruptions with confidence.
As part of our dynamic travel team, you will work with a variety of stakeholders, including airline partners, tour guides, hotels, and tech platforms. Your meticulous attention to detail, proactive communication, and problem-solving skills will help minimize delays and maximize traveler satisfaction. You will maintain complete, accurate records in our CRS/TMS and CRM systems, monitor fare changes, and ensure all tickets and documents are issued and delivered on time.
We offer a supportive work environment that values initiative, integrity, and continuous learning. This role provides opportunities to expand your knowledge of fare rules, GDS systems, and travel operations, with potential for career progression within JJA Travel and Tours. If you are customer-focused, organized, and results-driven, we would love to hear from you.
Responsibility
- Process air, rail, and other transportation bookings and ticketing requests with accuracy and speed.
- Issue tickets, reissues, changes, refunds, and manage fare rules in line with airline and carrier policies.
- Respond to customer inquiries via phone, email, and chat, providing clear information and problem resolution.
- Monitor itineraries for changes, cancellations, and disruptions; communicate updates to travelers and internal teams.
- Maintain precise reservation records in the CRS/TMS and update CRM systems for itinerary notes and payments.
- Coordinate with airlines, partners, and suppliers to confirm travel details and special requests.
- Identify upsell opportunities (insurance, visa services, travel extras) to enhance traveler experience and revenue.
Qualification
- Proven experience in ticketing or reservations within a travel agency, tour operator, or hospitality setting.
- Strong knowledge of airline fare rules, ticketing procedures, and GDS/CRS systems (e.g., Sabre, Amadeus, Galileo).
- Excellent communication and customer-service skills; ability to manage difficult situations with empathy and professionalism.
- High attention to detail, organizational skills, and ability to multitask in a fast-paced environment.
- Proficiency with MS Office and online booking platforms; accurate data entry and documentation.
- English proficiency is required; additional Filipino language skills are a plus.
- Willingness to work in Makati and accommodate occasional shifts, weekends, or overtime as needed.