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Senior Travel Consultant
4 months ago
Principal Accountabilities and Responsibilities
- 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
- 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
- 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
- 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%
- 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
- Matric Qualification
- Travel Diploma
- Minimum of 6 years' experience with at least 4 years in a senior role in a similar organization