Waivers Support Officer

About the role

Voyzant Inc., a global wholesale travel consolidator serving travel agents and agencies, is hiring a Waivers Support officer for a full-time, on-site position in Colombo. The team member handles airline waiver requests, reviews eligibility and processes adjustments or exceptions in line with company and airline policies.

Key responsibilities

• Analyze booking details and validate documentation for each waiver request.
• Review eligibility and process adjustments or exceptions according to company and airline policies.
• Coordinate with internal teams and travel agents to resolve waiver cases accurately and on time.
• Update records and respond to inquiries, explaining waiver decisions clearly.
• Escalate complex issues when necessary and contribute to improving waiver handling processes.

Required profile

• Strong analytical skills to review bookings, interpret fare rules and assess waiver eligibility.
• Experience in technical support or operations related to travel systems, reservation platforms or ticketing tools.
• Background in customer support, focused on resolving issues for agents or clients professionally and promptly.
• Prior experience in the travel or airline industry, especially fares, ticketing or GDS platforms, is an advantage.
• Diploma or degree in business, travel and tourism or a related field is preferred.
• Ability to work in a fast-paced environment, manage several cases at once and meet deadlines with high accuracy.

Required skills

• Effective written and verbal communication, able to explain complex policies simply.
• Troubleshooting skills to find root causes, fix system or process issues and recommend practical solutions.
• Comfort with standard office software and internal ticketing or CRM tools.