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