Airfare Specialist

Airfare Specialist - Rosebank
Purpose

Working within a World Class Call Centre environment, the Airfare Specialist is a customer service-driven individual who takes pride in ensuring team members have all the information they require to provide excellent customer service and convert sales.

From handling back-office information to supporting all things air-related, this role requires a passionate, detail orientated, organised individual.

Skills Required:
Air

• To provide coaching and development to the Contact Centre Team on air bookings.
• Provide advice and support on procedures relating to air products.
• To oversee air product operations within the brands.
• Provide passenger numbers, air revenue and other reports to management and other departments where required (within the abilities of the reporting system available)
• Ensure that air product is priced competitively, and all rules are understood by the consultants.
• Monitor airfare sales by carrier, state, and consortium.
• Assist accounts team with BSP reporting.
• Provide advice and expert opinion to contact centre managers relating to air booked.
• Liaise with training departments to develop a more extensive airfares training module.
• Manage Amadeus Queues.
• Ticketing and reissuing of tickets on all systems.
• Processing of airline refunds.

Service:

• Assist, generate and send Documents as required on Manage My Documents.
• Distribute all tropics alerts. (I.e. waitlist, request denied) to either sales or service team members who last actioned the booking.
• Receive all cancelled tour information and work with the Contact Centre Service team to retain bookings.
• Create all visa letters as required by contact centre agents.
• Process all duplicate reports and hotel changes and QC all web booking reports.
• Update all DoortoDoor vouchers to be loaded into MMD.
• Loading of all promo codes and payment codes in tropics for all regions as required.
• Updating agent details or loading new agents in tropics and salesforce.
• Use Salesforce, Tropics, Lime, Aviate and Amadeus effectively.
• Process all On the Road bookings effectively.
• Keep Service Team Leader and Contact Centre Managers and team advised of all significant changes to bookings.
• Working alongside Team Leader to maintain all relevant inboxes.

Communication:

• Proficient in both oral and written communication, in English, with various types of nationalities and accents.
• Effectively communicate updates from Amadeus with the team

Learning on the fly:

• Ability to learn quickly and be open to change even when facing new or challenging situations.
• Maintain accurate and uptodate knowledge of company products, policies, and procedures related to the job,

Problem Solving:

• You will identify, research, and resolve issues to your role.

Collaboration:

• You will partner with your Team Leader and teammates to ensure you work in a customer service driven environment.
• Recognise, document, and alert the manager of any trends.
• Recommend process improvements where needed.

Nurturing:

• You will build, develop, and cultivate relationships with customers, travel partners, and colleagues.

General:

• Understand and use Office 36
• Yammer, Teams, SharePoint, One Drive etc.
• Be dedicated to meeting the expectations of both our internal and external customers.
• Be required to take on other duties as assigned within the Contact Centre.
• Act on any instructions from time to time based on the company's operational requirements and falls within the vocational ability of the incumbent.
• Attend inhouse staff training and departmental meetings.
• Actively contribute to the creation of an integrated and focused Contact Centre team.

Adhere to company ethics standards.

EDUCATION

• Completed and passed High School.
• A diploma or degree in travel & tourism is highly regarded but not necessary.
• Amadeus & Ticketing certification.

EXPERIENCE

• Prior experience within a customer sales & service environment is essential.

- Amadeus certificate and extensive experience (non negotiable)

• Office administration and/or computer skills are required.
• Ticketing procedures including reissues.
• Routing requirements.
• Fare calculations.
• IATA/BS net remit ticketing procedures.
• Carrier specific interline agreements.
• Office administration and/or computer skills are preferable.
• A diploma or degree in travel & tourism is highly regarded but not necessary.
• Travel Industry experience is highly regarded but not necessary.
• A high level of written and spoken English.

KNOWLEDGE

• Professional verbal and written English communication skills.
• Computer literate. Office 365 knowledge is an added advantage.
• Travel industry knowledge, including destination information, airline, city & country

Job Types:
Full-time, Permanent

Ability to commute/relocate:

• Rosebank, Gauteng: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

• Have

---