GDS Support Specialist (Global Distribution System) (m / f / d )

Omio’s vision is to enable seamless travel for people anywhere, in any way. We are bringing all global transport options into a single distribution system to create magical end-to-end consumer journeys.

With Omio, you can easily compare and book trains, buses, ferries, and flights across Europe, the US, and Canada using a single search on your mobile, app, or desktop. Omio aims to simplify travel planning by providing transparent pricing and easy booking, making it a flexible and personalised experience.

Omio is the largest source of inventory, working with over 1000 suppliers across 39 countries. Our portfolio also includes Rome2Rio for global discovery, while Omio powers ticketing and journeys, attracting over 900 million users annually.

Our offices are located in Berlin, Prague, Melbourne, Brazil, Bangalore, and London. We are a growing team of over 400 passionate employees from more than 50 countries who all share the same vision: to create a unified tool to help travellers reach almost any destination in the world.

Job Description

Position Summary

Role within the CS desk team dedicated to perform back office tasks in Global Distribution Systems (Amadeus, Travelport, Sabre), to monitor CS queues and refunds. The main objective is to finalize all types of changes and cancellations in GDS tools, as well as providing quote and support frontline agents regarding general questions concerning specific AIR processes or policies.

Main tasks and responsibilities

• Responsible for quoting voluntary and involuntary changes, rebooking and reissuing air tickets
• Works with GDS/NDC/consolidator systems queues and takes action when necessary according to internal handling guidelines
• Handles refund requests and follow-ups settled via BSP platform
• Should report any airline policy changes or updates to line manager/supervisor to contribute to the maintenance of Omio’s internal documentation
• Monitors Omio air internal queues in our ticketing system and internal communication channels
• Contacts airlines by email and phone when applicable
• Supports frontline by reading and quoting customers requests for AIR bookings (English)
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications

• Certified studies in tourism with GDS systems
• Proficiency in using Global Distribution Systems (GDS) with certified experience of two years on GDS for ticket reissue and refunds handling
• Familiarized with frontline CS support and back office operations
• Strong knowledge of AIR processes and policies, as well as OTA procedures
• Excellent communication skills and able to work in a dynamic, fast changing environment
• Keeps a problem-solving approach focused on customer satisfaction
• Capable of assessing priorities/urgency levels and criteria to monitor queues
• Fluent English level (reading, writing and speaking). German or Spanish a plus but not essential

Additional Information

• Have an impact. With innovation and smart technology, we are changing the way people travel, and you, too, can impact this ride
• A competitive and attractive compensation package
• A diverse team of more than 45 nationalities
• Experience working in an international environment, including travel to Berlin

Diversity makes us stronger

We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age, or disability.