Job description

We are looking for a fares agent to assist our team. If you love to travel, have experience in the travel industry, and work well with people, this could be your next career move. 

Candidate minimum requirements

To work within the customer experience with a focus on the fares team assisting clients towards a first contact resolution.To be the first point of contact telephonic and written consultation with clients – offering the options of amending, suspending, cancelling their flight booking or assisting with any other queries within Operations.Constantly maintaining a high quality and error-free handling of tasks. To offer world class Customer Service to company clients 

Experience

• At least two years in travel industry
• Customer Service experience- on all contact channels
• Amadeus or any other GDS
• Fares one to three, understanding, calculations

 Customer experience

• Servicing clients via various contact channels within SLA towards first contact resolution
• Offering clients options to resolve their queries.
• Close cooperation with suppliers in order to find best solution for clients
• Providing excellent customer service adhering to quality and quantity standards as specified by the company

 Quality

• Meeting targets as the set QA scorecard for the team.
• Updating relevant information in bookings with each contact received.
• Rebooking’s, validating or reissue tickets with the correct information.
• Maintaining good and improving existing or initiating new relationships with suppliers

 Productivity

• Actioning bookings that have been placed on the relevant queues as per roadmap
• Processing payment
• Contact totals as per roadmap

Error ratio

• Ensure minimal errors within the set standard of the team
• Working with and applying airline rules on both international and domestic carriers to avoid ADM’s/errors.

 Adhoc tasks

• Adhoc tasks that are required within operations across all teams as per business needs

Personal competency requirements

• Attention to detail
• Ability to follow set procedures
• Accuracy
• Level of urgency
• Diligent
• Honesty
• Time management
• Self-motivated
• Being able to multitask
• Be proactive with a positive approach
• Ability to adapt to change
• Team player

 To apply for the position, please forward a motivational letter, an updated CV with a picture of yourself to

Requirements

• Sales
• Telesales
• Telecommunication
• Customer service
• Global markets

Posted on 14 Feb 15:49