Travel Service Desk (On-site)

About the role

We are looking for empathetic, English‑fluent agents to join our on‑site Travel Service Desk. You will handle escalated customer situations, from upset travelers to complex re‑accommodation cases, ensuring a smooth experience while following Hopper policies.

Key responsibilities

• Provide voice, email, and chat support for pre‑ and post‑booking inquiries.
• Process voids, refunds, exchanges, and schedule changes for air, hotel, and ground transportation bookings.
• Investigate technical or portal failures and work toward resolution.
• Manage hotel re‑accommodation and stranded‑traveler scenarios.
• Identify trigger‑language situations and escalate appropriately.
• Utilise Sabre and internal tools to assist guests and troubleshoot the Hopper portal.
• Maintain data‑security standards and deliver exceptional customer care.

Required profile

• Advanced English speaker (verbal and written) with >85% proficiency.
• Availability to work any weekday or weekend schedule.
• Ability to work at the Moravia site.
• Minimum 6 months of customer‑service experience, preferably with escalation handling.
• Strong patience, empathy, and professionalism under pressure.

Required skills

• Proficiency with Sabre reservation system.
• Experience using internal Hopper tools and the Hopper portal.
• Solid computer literacy and ability to learn new technical systems quickly.