ProHub Solutions Specialist
Core
Escalation expert resolving complex travel, ticketing, and operational issues for Flight Centre Travel Group brands while enhancing consultant capability and promoting self-service solutions.
Role type
Senior IC travel operations solutions specialist
Builds
Operational consistency and quality assurance across offshore support providers and AI-supported solutions
Domain
Travel industry (Leisure, Corporate, Independent)
Deliverable
client delivery
Required skills
Advanced problem-solving, root cause analysis, Multi-GDS experience, fares and ticketing knowledge, travel system expertise, supplier relationship management, conflict resolution, AI response validation
Preferred skills
Leadership experience, stakeholder management, experience with operational support functions or service excellence teams
Technologies
Multi-GDS, travel booking systems, AI response tools
Responsibilities
Manage complex second-level escalations, resolve advanced booking maintenance and ticketing enquiries, support post-departure risk situations, provide interpretation on business policies, deliver expert troubleshooting and risk mitigation, manage supplier relationships for waivers and resolutions, handle conflicts and disputes, maintain knowledge library accuracy, provide QA oversight for offshore providers, review and validate AI-generated responses, build relationships with internal stakeholders and vendors
