Travel Support Specialist Global

3 weeks ago

Cape Town, South Africa Ten Group Full time

**Overview**

As an expert in the travel market you will use your knowledge, experience and know how to deliver best in class service specific to Travel, working to achieve the goals and objectives of the Global Travel Strategy/Proposition. You will provide support to our regional travel teams with complex requests including, but not limited to, ticket issuing, reissuing, cancellations, refunds and exchanges, along with supporting our Commercial and Finance teams with ensuring accurate booking data is stored in our back-office systems. Your exceptional comprehension of the GDS booking technology and passion for travel, will help to drive supplier revenue results through utilizing relationships and/or contracts to achieve peak performance within Travel.

**Reasonable Accommodations Statement**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

**Who We Are**

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 1200 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about Ten, please watch this short video here.

**Essential Duties and Responsibilities:
**Systems**
- Amadeus [in all regions where we have GDS in place]
- Travel Back-Office System
- CRM [Ten Maid]
- Travel Portals / Systems as required [i.e. eGlobalFares]

**Support**
- First line of support for Global Disaster Recovery
- Part of the core global 24/7 coverage for Travel Operations as a Travel Support Specialist
- Assist & coach Lifestyle Managers to help develop their GDS skills
- Assist & support Lifestyle Managers to identify the right schedules/fares for flight bookings
- Support Team Managers carry out monthly Quality Assessment of Travel Lifestyle Managers
- Create new vendors in our back-office system as required
- Assist with out of hours product support for the online platform [password resets/queries]
- Resolve member queries to navigate the online platform to book travel components
- Manage staff travel requests for employees globally

**Fares & Ticketing**
- Quality check of all PNRs
- Ticket flight reservations for Lifestyle Managers in required markets within agreed SLAs
- Action and support flight changes, reissues, cancellations and revalidations within agreed SLAs
- Process refunds for reservations booked and issued through our IATA(s)
- Create confirmations in our travel back office system for travel bookings Amadeus Queues
- Manage queues daily in Amadeus; action and/or allocate per regional requirements
- Liaise with Lifestyle Managers regarding schedule/equipment changes Finance / Supplier Revenue
- Manage and seek resolution for any ADMs/ACMs received from airlines for reservations booked and issued through our IATA(s)
- Support and manage ARC and BSP reconciliation
- Assist creating Single Use Credit Cards for Staff Travel and Surprise & Delight requests
- Support payment reconciliation & commission log; including balance/collection reports
- Track and monitor the Travel & Expense Forecast for Staff Travel Requests; support with keeping under the global fiscal year budget

**Requirements**:
**Behavioral Expectations**:
As a Travel Support Specialist, you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented and supportive attitude, and setting high standards for yourself.

**Education/Experience**

**Tens Online Platform ce**:

- Degree level education or equivalent industry experience
- Minimum of 2 years of GDS experience booking Domestic & International Flights including Published and NetFares; Amadeus preferred
- Knowledge of Travel industry regulations and operating licenses
- Experience working with IATA, BSP and ARC
- Well-travelled with a good international understanding of different destinations
- Excellent research skills
- Comprehensive knowledge of Office Word, MS Outlook Knowledge, Skills and Behaviors:
**Knowledge, Skills and Behaviors**:

- Fluent in English, both written and spoken
- Ability to be able to perform work accurately and thoroughly independently
- Pas

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