Processing Agent

1 week ago

Cape Town, Western Cape, South Africa Travelstart Full time R250 000 - R400 000 per year

Our Group Operations Division has an
opportunity
for an
Operations Processing
Agent
(Ticketing & Schedule Changes) in our Processing Team

(This role is based at our office in
Cape Town)
About The Role**
As a Processing Operations Agent at Travelstart, you'll assist clients by providing solutions to various travel-related queries and issues, aiming for first-contact resolution. You will handle client interactions through multiple contact channels, process bookings, and ensure high-quality, error-free service delivery. Your role includes answering general inquiries, ticketing, booking changes, schedule changes, and cancellations, and coordinating with suppliers to deliver excellent customer service.

Key Responsibilities

  • Customer Experience

  • Address client inquiries across various channels within the SLA.

  • Resolve issues with options that align with client needs and maintain strong supplier relationships.

  • Deliver exceptional service to meet Travelstart's quality and quantity standards.

  • Quality Assurance:

  • Meet set QA scorecard targets and adhere to airline fare rules.

  • Update bookings accurately, manage ticket reissues, and provide correct quotations.

  • Productivity:

  • Manage booking queues, process payments, and ensure contact volumes align with KPIs.

  • Error Reduction:

  • Minimise errors by adhering to airline rules and internal standards to avoid ADM issues.

  • Ad-Hoc Support:

  • Perform additional tasks within Operations as business needs arise.

Role Requirements

  • Experience:

  • At least 2 years in the Travel Industry

  • Customer Service experience across all contact channels
  • Proficiency in Amadeus or another GDS
  • In-depth understanding of Travelstart's products, policies, and back-office systems.

  • Knowledge of ticketing processes.

  • Qualifications:

  • Amadeus expertise is compulsory, including fare rule understanding and implementation

  • Experience in implementing new processes within the travel industry
  • Relevant Tertiary qualification (advantageous)

  • Grade 12 or equivalent

  • Knowledge and Skills:

  • Software proficiency: MS Word, MS Excel, MS Outlook, MS PowerPoint, GSuite

  • Excellent verbal and written communication skills
  • Exceptional Customer Service Orientation
  • Fluency in English (other languages would be beneficial)
  • Solid Amadeus or similar GDS skills

Functional Competency Requirements

  • Data and Trend Analysis
  • Procedural Adherence
  • Problem Analysis
  • Accuracy
  • Travel Industry Best Practices
  • MS Office and G Suite
  • Quality and Detail Orientation

Behavioural Competency Requirements

  • Leadership skills
  • Time Management
  • Self-motivation
  • Attention to detail
  • Urgency
  • Diligence
  • Honesty
  • Decision-making
  • Team collaboration
  • Motivation
  • Strong Communication Skills
  • Proactivity
  • Confidence and Assertiveness
  • Customer focus
  • Innovation
  • Adaptability
  • Multitasking

This role is ideal for a customer-focused, detail-oriented individual with a solid background in travel services, ready to deliver high-quality client support in a dynamic operations environment.

About The Team
The
Processing Team
supports the Group Travel Operations, assisting clients with travel-related queries and aiming for quick, first-contact resolution. Your role involves managing client interactions across various channels, handling ticketing, booking and schedule changes, and cancellations, and coordinating with suppliers to ensure high-quality, error-free service.

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