Associate Account Manager

Summary

Join Sutherland Bulgaria and embark on a rewarding career as an Airline Reservation Specialist. This role involves assisting customers with flight reservations, providing information on schedules and fares, and resolving booking issues in both Spanish and English. You will handle reservations, ticketing, and customer inquiries, ensuring accurate documentation and collaboration with other departments. The position offers a competitive salary, performance incentives, and a comprehensive benefits package. Work from home flexibility and flexible hours are included. Sutherland provides a supportive environment with opportunities for professional development and employee wellness.

Requirements

• Fluent in both Spanish and English (written and verbal)
• Proficiency with airline reservation systems (e.g., Sabre, Amadeus, or Galileo) is preferred
• Excellent verbal and written communication skills in both languages
• Ability to handle stressful situations and provide solutions effectively
• Strong attention to detail to ensure accuracy in bookings and customer information
• Ability to work in shifts, including weekends and holidays, as required

Responsibilities

• Assist customers in both English and Spanish with booking flight reservations, modifications, and cancellations
• Answer inquiries related to flight availability, ticketing policies, baggage policies, and general airline information
• Provide detailed information about destinations, flight schedules, and pricing options
• Make new reservations and issue tickets via the airline’s reservation system
• Handle changes or cancellations to existing reservations in accordance with company policy
• Process payments and provide customers with accurate fare quotes
• Address and resolve customer concerns or complaints regarding bookings, flight changes, or other issues in a professional and empathetic manner
• Offer alternatives and solutions to customers when facing overbookings, delays, or cancellations
• Effectively communicate with customers in both Spanish and English, ensuring clear and accurate exchanges
• Provide bilingual assistance for Spanish-speaking customers and ensure that language barriers are addressed promptly and professionally
• Accurately document customer interactions, including reservations, cancellations, and special requests
• Report any technical issues or irregularities with the reservation system to the appropriate departments
• Work closely with other departments (e.g., customer service, ticketing, and flight operations) to ensure smooth booking processes
• Assist in maintaining up-to-date knowledge of airline policies, fare rules, and seasonal offerings

Preferred Qualifications

• Experience in the travel industry or with airline reservations
• Knowledge of international travel regulations
• Strong multitasking abilities and the ability to work under pressure in a fast-paced environment

Benefits

• Very competitive salary
• Salary increases upon reached milestones
• Attractive performance incentives
• Additional Health Insurance
• Life Insurance
• Food Vouchers
• Gift Vouchers
• Unique Training & Development Opportunities (E-learning & Classroom modules, International Certifications)
• Fully digital employee services through eSignature
• Employee assistance program, including 24/7 access to psychological support
• Employee discounts portal featuring over 20 exclusive discounts
• Employee referral program
• Rewards and recognition program
• Parking available, according to the company's policy
• Multisport card partially covered by the company
• In-house learning and development portals with training options for certification
• Multiple events organized for employee engagement and wellness initiatives
• Gift for birth or adoption
• Corporate social responsibility events and team buildings
• Work from home
• Flexible work hours, including weekends and holidays