Responsible to service all existing Online & App. This entails amendments to existing bookings that includes ticketing.Servicing Agent
This role will be responsible to service all existing Online & App. This entails amendments to existing bookings that includes ticketing. You will work closely with the Reservations Team Leader and the Operations Manager to deliver excellent and efficient customer service. You will be required to give input to improve on processes and efficiencies to assist you adequately to fulfil your duties.
Travel Experience & Qualifications
General Travel Industry Experience - Min 5 years
Ticketing and Servicing Experience - Min 2 years
Galileo certificate - Fares & Ticketing - Advanced ticketing
Travel Course from a recognized Tertiary Institute - Min 1 year diploma Core skills
Essential - must possess the following skills
Computer literacy - Microsoft windows environment
International Fares & Ticketing
Core ticketing / eTicketing essential
Quick learner on systems
Good administration skills
Very good communication skills
Good reading and writing skill
Process focused and the ability to handle multiple tasks and meet deadlines.
Excellent knowledge of various commission, airline fee collection schemes and airline policies related to ticketing, re-issues and refunds Personal attributes
Able to work under pressure and meet deadlines
Great communication skills
Self-motivated and shows initiative
Self-starter who works well in a team
Able to work responsibly when unsupervised
Collaborates well with other departments
Ability to actively listen and extract relevant, key information
Passion for learning
Able to take direction, as well as motivate own choices
Enjoys teaching and mentoring more junior agents.
Core Business Objectives
Deal with customers via phone for all servicing requirements on existing bookings and providing excellent customer service
Issuing of manual flight tickets
Re-issues for all existing flight bookings
Submit refunds and responsible for full refund processing via 3rd party
Manage all online booking and payment errors and managing online failure queues
Manage GDS queues
Support junior servicing agents with fulfilment and ticketing
Responsible for all other admin related duties
Working Hours:
Monday to Friday: 8am - 5pm
Saturdays: 9am - 12pm
Emergency after hour duty: Rotational basis with other senior team members (average two weeks a month)
Interested candidates can send their CV to aneesa@set.co.za