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About the role This role involves incident management, customer support, sales support, and database operations within a travel services environment. You will resolve customer incidents, manage support channels, maintain product databases, conduct team briefings, deliver training, and drive service improvements while ensuring compliance with internal processes and SLA guidelines. Key responsibilities Resolve customer incidents timely with accurate replies, managing problem tickets via MyTravelport and Infinity Handle escalations, track progress, follow up, and update stakeholders, including monitoring service outages with the Global Customer Center Log and analyze incidents by business impact/severity, track resolution, and conduct root-cause analysis Manage WhatsApp and WeChat sales channels, assisting clients with fare shopping, fare validation, booking, and ticketing inquiries Maintain the company products policy database (including commission tables and mark-ups) and liaise with overseas consolidators Run weekly team briefings covering product updates, workflows, call metrics, known issues, and Q&A Deliver on-site and off-site subscriber training sessions; prepare training manuals and certificates Support new site setup for customer onboarding (SID setups) Spot service gaps and drive product/system enhancements Ensure full compliance with all internal processes, policies, and SLA guidelines Undertake other reasonable ad-hoc tasks with a flexible and positive attitude towards new work demands. About you Minimum 2 years of working experience as a travel consultant in a travel agency Hands-on experience and deep understanding of GDS (such as Travelport) or airline CRS platforms Excellent verbal, written, and interpersonal skills Good command of written and spoken English, Cantonese, and Putonghua Strong analytical mind, highly organized, capable of managing multiple tasks under pressure Collaborative team player proficient in MS Office (especially Excel) Previous background with GDS or airline help desk operations is a distinct advantage *Less experience will be considered for Junior-level role*