Assistant Manager - Operations (Travel)

TL;DR

Assistant Manager - Operations (Travel): Managing travel bookings, itineraries, and customer inquiries within a BPO environment with an accent on GDS/Sabre operations and customer satisfaction. Focus on resolving complex ticketing adjustments, managing escalations, and ensuring financial accuracy in refund processes.

Location: Onsite in Cape Town, South Africa

Company

hirify.global is a global Business Process Management (BPM) leader providing operational excellence and deep domain expertise to over 400 global clients.

What you will do

• Handle customer inquiries via phone, email, and chat regarding travel bookings, itineraries, and policies.
• Process complex ticketing adjustments, re-bookings, and refunds using Sabre GDS and CRM systems.
• Manage customer complaints and escalations, coordinating with suppliers to find timely solutions.
• Document all interactions and ensure correct financial processes for air travel credits and refunds.
• Assist agents with escalated issues and perform daily auditing of bookings and cancellations.
• Maintain Sabre queues and manage the daily task tracker to settle balance due bookings.

Requirements

• Experience with GDS (Sabre) is required.
• Ability to speak French and English is required.
• 1+ year of experience in a call center, preferably in hospitality, tourism, or a related field.
• Knowledge of travel products and geography.
• High School Diploma, GED, or equivalent.

Culture & Benefits

• Structured career path with professional development, coaching, and mentoring.
• Culture of outperformance, engagement, and celebration.
• Opportunity to contribute to society through the hirify.global Cares Foundation.
• Emphasis on role clarity and a positive employee experience.