Processing Agent (Ticketing & Schedule Changes)

Travelstart


Date: 3 weeks ago
City: Cape Town, Western Cape
Contract type: Full time
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, including fare rule understanding and implementation
    • Experience in implementing new processes within the travel industry
    • Relevant Tertiary qualification (advantageous)
    • Grade 12 or equivalentnt
  • 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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