Job Title:  Associate HS Product Support

Job Description

About Sabre: Sabre Hospitality Solutions provides distribution, operations and marketing 
solutions to the hotel industry. Delivered primarily through a Software as a Service (SaaS) 
model, Hospitality Solutions is used by more than 32,000 properties around the world. Its 
integrated reservations systems, property management system, distribution and marketing 
services help hotels increase revenues, identify savings, and improve customer service.
We offer distribution to various channels using the SynXis Central Reservation System and the 
Sabre global distribution system. Additionally, our solutions include hotel operations 
management through the Sabre Property Management System, a Web-based system for hotels 
to manage inventory and reservations, guest profiles, staffing, back office and payment system 
integration. We also offer consulting services and marketing strategies for online and offline 
merchandising, including solutions for mobile and social media marketing, website design and 
software hosting services.
Job Description:
Under direct supervision, responsible for responding to routine customer inquiries regarding 
products. 
Analyzes problems using diagnostic tools to identify problem area(s) and recommend corrective 
action. 
Call identification, escalation, and coordinating problem resolution, as needed, following 
documented procedures.
Conduct first level problem analysis and diagnostics, record call information, maintain histories 
and resolutions in the CRM tool as required.
Make a conscious effort to contribute value-added service and ideas to our customers.
Communicate effectively in written and spoken English/Chinese/Japanese with co-workers and 
customers around the world. 
Demonstrate independent problem solving as well as effective team skills.
Demonstrate a strong commitment to customer service, flexibility, teamwork, and the success 
of the Support Desk.
Demonstrate ability to perform all position related tasks and master position requirements 
while providing a superior level of customer service in order to earn advancement.
Consistently meet established KPI targets as defined on the DPM
Demonstrate sense of urgency for sensitive issues
Ability to handle critical issues, communicate with other teams during the problem resolution 
process and communicate (notifications) to internal and external customers.
Requirements
Bachelor's degree or equivalent technical experience strongly desired.
Proficient English - written and oral communication skills. Command of a second language 
would be desired. 
Spoken and writing proficiency in either one of the languages – Chinese/ Japanese/German
Strong customer service skills and phone handling skills
Willing to work in shifts and weekends
Attention to detail.
Must be organized and able to multi-task
Awareness of hospitality reservation systems and property management systems is an added 
advantage
Hotel Management/Hospitality/Customer Service background will be an added advantage

Job Requirements