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 Door-to-Door 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 up-to-date 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 365 - 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 in-house 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