Requirements:
Grade 12
Travel & Tourism Certificate / Diploma
Strong GDS knowledge (Galileo will be an advantage)
Minimum 2 years in airline reservations/ticketing role using Galileo (or any other GDS system) from within a Tour operator, business travel or similar
The ability to prioritise and multitask with a proactive approach to problem-solving.
Excellent written and oral communication
Exceptional customer service skills
Great attention to detail and accuracy
A flexible and adaptable approach to work
Ability to remain calm working in a highly pressurised environment
A proactive team player
Capable of always remaining approachable, friendly, and inspiring
The Role & Key Responsibilities:
Create new PNR's in Galileo and NDC platforms and make amendments to existing PNR's in line with airlines amendment policies
Issue airline tickets ensuring ticket deadlines are met
Reissue/Revalidation and exchange tickets in line with airline policies
Manage GDS & NDC queues, which include schedule changes, cancellations, and vendor remarks
Process refunds via the GDS and assist with BSP reconciling
Provide air support to Sales and Customer Services staff
Build outstanding relationships with various airline representatives and liaise with our partners to find satisfactory solutions to flight queries
Keep up to date with airline policies
Dealing with early ticketing deadlines and requests, tax increases, name corrections and name changes on flight tickets
Rebook flight tickets if needed and if requested by the business to maximise profitability.
Investigate pricing queries by performing fare checks.
Resolving duplicated bookings to protect reservations and minimise loss
Directly and indirectly, assisting with customer queries via email or phone
Resolve complex customer issues to timescales
Escalate issues regarding bookings, fares, etc with the airlines directly, Travelport or with our IT team.
Carry out quality control checks and seek cost-saving opportunities
Deliver world-class service to ensure high customer satisfaction levels
Relay essential information to appropriate colleagues or customers promptly and accurately
Remain flexible within the department to meet the needs of the business
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