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Senior Travel Consultant

3 months ago

Sandton, South Africa RMV Solutions Pty Ltd Full time
The incumbent in this role should efficiently manage the travel booking process across all levels to ensure a streamlined, effective, and cost-effective travel service delivery. They must also adhere to my client, in-house system, processes, and procedures.

Principal Accountabilities and Responsibilities

Technology & Systems:
  • Consult on Amadeus proficiently
  • Embrace technological solutions
  • Execute travel booking processes comprehensively, including reservations, fares, ticketing, re-issues, and refunds for all routing complexities
  • Fulfill a generalist role within the team
  • Answer 99% of calls
  • Maintain a 95% adherence to Call SLA criteria
  • Achieve 95% on QC checks on reservations
Efficiencies:
  • Adhere to all my client policies and procedures on the Dashboard
  • Understand and uphold my client code of conduct
  • Align with home network addendum if applicable
  • Compliant and aligned with client policy
  • Maintain high productivity while offering VIP services
  • Daily monitoring and clearing of Dashboards, Q's, and TRFs
  • Ensure all calls are accurately logged
Financial Performance:
  • Accurately charge all fees during ticketing, including invoicing and referral bookings
  • No tickets on the un-invoiced ticket list
  • Benchmark accurately as per client requirements
  • Document required client references accurately
  • Identify opportunities for additional income and client savings when quoting
  • Issue all documentation correctly to clients and suppliers
  • Maintain a cost-conscious mindset for my client and the client
  • Proficient with preferred partners of both my client and the client
Client Satisfaction:
  • Maintain a client-centric approach with VIP service and personal accountability for client satisfaction and retention
  • Promptly address any client complaints
  • Adhere to my client/client turnaround times
  • Display a strong sense of urgency
  • Exceptional telephone etiquette
  • Solution-oriented approach
  • Maintain an error ratio to tickets below 0.2%
People:
  • Attend company meetings, functions, and team-building activities
  • Build and maintain relationships within my client
  • Act as a mentor and guide junior staff within the team
  • Actively seek innovation and efficient processes
  • Share knowledge with the broader team
  • Pursue self-improvement through LMS and Supplier monthly training

Requirements
  • Matric Qualification
  • Travel Diploma
  • Minimum of 6 years experience with at least 4 years in a senior role in a similar organization
  • Experience on Amadeus