Internal Support Service Specialist (Xico)

Purpose of the Role

The Internal Support Service Specialist is responsible for delivering seamless, back‑office travel support across both offline servicing and online platform environments. The role acts as a central point of expertise for complex flight ticketing and digital platform support, ensuring a consistent and premium experience across all travel touch‑points. It combines operational excellence in GDS/NDC ticketing with the ability to resolve online booking issues by liaising with the relevant technical teams, supporting internal stakeholders with any flight‑related or online booking‑related issues, and contributing to system and process improvements.

Responsibilities

• Reissue and refund flight tickets as directed by member‑facing Travel specialists using Amadeus GDS, NDC systems, BSP Link, and other systems; perform pre‑ticketing checks and validations as required.
• Support financial processes including ADM/ACM cases, refunds, and r...