Global Reservation Agent

Location: Hybrid Working

Hours: Full time (37.5 hours per week) or part time opportunities available.

We are also open to appointing two part-time candidates to collectively fulfil the requirements of the role:

• One candidate with fluency in Arabic
• One candidate with a working knowledge of GDS systems, particularly Galileo

Role Summary

We are a team specialising in rewards and loyalty travel across the Middle East and Africa (MEA) region. Inspire employees embrace and demonstrate our core values, striving to deliver exceptional experiences and outstanding value to our clients and customers.

We are seeking a Global Ticketing Agent to join our Loyalty Travel team. The successful candidate will work closely with multiple departments to ensure flights and flight-related products are processed efficiently and cost-effectively, while maintaining compliance with airline regulations and company policies.

Key Responsibilities

• Use in-house software and reservation platforms to manage travel enquiries and bookings
• Handle inbound reservation and enquiry calls
• Process inbound booking requests accurately and efficiently
• Provide ongoing customer support and assistance
• Resolve customer enquiries and complaints professionally
• Capture and maintain accurate booking data within internal systems
• Complete administrative tasks for the Loyalty department
• Issue, reissue and refund airline tickets using GDS systems and other booking tools
• Manage Galileo queues and communicate updates to relevant teams
• Administer airline schedule changes and identify suitable alternatives
• Provide solutions for complex flight-related enquiries
• Maintain up-to-date knowledge of airline regulations and industry developments
• Process unused taxes for eligible unused or no-show tickets
• Ensure BSP rejected refunds are managed in accordance with company policy
• Participate in emergency out-of-hours phone cover when required
• Undertake additional administrative duties as needed

Skills and experience:

We are particularly interested in candidates who possess one or more of the following:

• Good working knowledge of GDS systems, particularly Galileo, and NDC platforms
• Fluency in Arabic
• Previous experience in airline ticketing, reservations, or travel operations
• Excellent customer service and telephone communication skills
• Strong organisational and time-management abilities
• Excellent written and verbal communication skills
• Ability to work effectively across multiple departments
• Proficiency in Microsoft Office and other Windows-based applications
• Positive, enthusiastic and proactive approach to work

What we're looking for:

We welcome applications from candidates seeking either full-time employment or part-time arrangements. If applying for a part-time position, please indicate whether your primary expertise is in:

• Arabic language; or
• GDS ticketing and airline reservation systems.

Why you'll love working with us:

• Hybrid working
• Healthcare cash back plan
• Wellbeing program/package which includes annual health check, private remote GP, physiotherapy access, mental health support, bereavement counselling, later life care support, legal support and much more.
• Death in service benefit
• Health days
• 26 days annual leave plus bank holidays
• Ability to take one day of annual leave in hour segments to increase flexibility
• Birthday day off
• Access to discount and rewards
• Team building events
• Enhanced family friendly policies and bereavement leave
• Company sick pay
• Charity pot - you'll have the opportunity to contribute to causes that are meaningful to you
• Loyalty awards
• Staff travel - benefit from booking discount holidays
• Free parking
• Internal apprenticeship program available to all team members
• Regular team lunches and breakfasts