The Airline Support Specialist will support our airline client, Cathay Pacific, located on-site at the client’s office. We are looking for an individual with a high level of integrity and professionalism that is also computer-savvy and works independently and proactively.

The Airline Support Specialist is the client and vendor main point of contact for API’s operations. In this role, the Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. Maintaining a strong focus on providing the best customer service at all times. This includes internal collaboration within the airline and API as well as communication with external parties to ensure operational challenges are seamlessly solved in a timely manner. The initial steps will require manual detail proficiency:

• Transmitting monthly schedules to the hotels and ground transportation suppliers
• Update and transmit daily changes to the hotels and ground transportation suppliers
• Communication with the hotels and ground transportation suppliers during day-of-ops for immediate changes
• Book overflow room as required at non-contracted hotels
• Interrogating the airline’s crew management system (CMS) to identify existing reservations and updating new reservations
• Receiving calls from crew members to verify their hotel details and chase delayed ground transport

Essential Functions
The Airline Support Specialist provides total customer service including and not limited to the following:

• Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations. Adapt to the situation at hand e.g. (IRROPS) or (other) to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations.
• Provides support, guidance and training working as the on-site liaison with the airline partner.
• Processes client requests received from the airline through the API Operations system. Assesses all customer needs.
• Responds in a prompt, well-informed, accurate and professional manner.
• Follows-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
• Alerts supervisor on all items of critical nature that requires management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
• Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
• Resolves client disagreements in a calm and professional manner. Researches and presents solutions to satisfy client needs based on facts.
• Effectively utilizes all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.
• Adapts to the situation at hand e.g. Irregular Operations (IRROPS) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on official “On Call Roster” when needed outside of regular working hours.
• Maintains knowledge of API’s call centre work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner.

Competencies
Proficient in spoken and written English language.

• Proficient in spoken Cantonese and written Traditional Chinese language.
• A third language is a plus.
• Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment.
• Solutions-oriented professional with a strong client focus.
• Detail-oriented with great organizational skills.
• High problem-solving agility.
• Excellent interpersonal and negotiation skills.
• Process management.

Required Education and Experience

• You will have one to two years’ experience of hotel/travel industry. Experience in the airline industry is a definite plus: airline crew scheduling and/or crew planning.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
• Possess outstanding relationship management and customer service skills.
• Knowledge of Hotels as a product: hotel chains, categories, and locations.
• Knowledge of Ground Transportation reservations.
• Track record of delivering to deadlines.
• Track record of operating successfully in a dynamic role.
• The ability to prioritise work provided by others in terms of importance, is imperative to this position.
• Demonstrate strong communication skills including active listening.
• Strong computer skills: Excel, Word, Outlook and Teams is required.

Position Type and Expected Hours of Work

Ordinary hours include (depending on preference) a day rotation with a roster of 4 days/afternoons on, 3 days/afternoons off. The successful candidate would be required to work from 10:00 PM to 8:00 AM, for a scheduled 10-hour shift (including public holidays that fall on your rostered work days). The rotating roster option offer on average 40 ordinary hours per week over 12 month period. The rostered hours are not fixed and may vary from time to time based on the needs of the client’s operations. A degree of flexibility and availability are required as flight operations and job duties demand.

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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