Purpose of Role
Provides exemplary high level of customer service to fulfill customers’ travel related requests in airline ticketing arrangements, hotel accommodations, car and limo rentals, tour operators,
meet and greet services and all other travel related requests, with key focus on key Ministers and Executives.
Customer / client is defined as Government, Semi Government, Contractors, Corporations, Private Enterprises, Travel Arrangers and Individuals.
Expectations
- Books reservations for air travel, hotel and car rentals, following up when necessary to complete the reservation.
- Responds to requests for price quotations utilizing automated system(s) for domestic and international itineraries to provide immediate information.
- Promote the acceptance of fares, rates, and suppliers that match the client’s travel program policies and negotiated contracts, applying discount programs appropriately to secure business.
- Maintains and promotes professional and courteous client relations by managing a prompt and accurate response to telephone and email communications.
- Remains informed of all airline rules and regulations and current affairs. Communicates information to *customers accurately and appropriately.
- Achieves individual and contractual service level targets related to telephone, quality, and productivity
- Maintains client profiles, ensuring specials requests and reward program information such as frequent flyer / driver / hotel stay are included.
- Build airline reservation system profiles for use with a specific group of travellers
- Monitors, sorts and works global distribution systems (GDS) queues daily to maintain quality control.
- Ensures optimum customer service through effective use of phone systems and positive telephone service techniques.
- Knows and properly uses: airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
- Responsible for daily financial reporting and accounting for ticket sales
- Ensures proper human resources and company processes and policies are followed
- After hours rotation on call including weekends.
Skills Requirement
- Graduate of an accredited high school diploma or greater
- A high level of IATA and GDS specific knowledge in fares, ticketing and fulfillment skills
- Extensive Customer Service Training
- Demonstration of Customer Relationship Management
- Excellent command of written and spoken English
- Sound understanding of Corporate Travel Management
- Strong knowledge of the South African market.
- Knows and properly uses: airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts.
- Must demonstrate ability to multi task, while working under pressure, utilizing creative thinking to ensure program and individuals solutions
- Must have an extensive knowledge of local, regional and global travel solutions
- Works well under pressure and contributes to the team environment
- Knowledge of ticketing procedures for airline, hotel and car rental systems.
- Experience in GDS reissue/refunds and amendment processes a bonus
- Demonstrated internet research skills for customer information
- Ensures proper human resources and company processes and policies are followed
Personal Competency Requirements
- Attention to detail
- Strategic thinker
- Accuracy
- Level of urgency
- Diligent
- Passionate
- Driven
- Honest
- Be proactive with a positive approach
- Team player
Experience
- Minimum of 3 years with a Corporate Travel Management Company and/or Retail Travel operations
Key Performance Indicators
- Productivity – Turnover recorded
- Quality – customer survey feedback
- Error ratio: Quality vs. Quantity
- Attendance – team player
- Sales optimization – maximizing the commission per fare.
- Turnaround time within travelstart.biz standard
To apply for this awesome opportunity please send us your CV (maximum 3 pages), to:
recruitme@travelstart.com Please include a copy of your academic certificate and transcript (marks). The
reference
for this opportunity is “Corporate Travel Consultant”.
Please insert this into the
subject line of your email application. Any applicants not meeting the minimum requirements will not receive
a response. Please
note
that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the
discretion
of Travelstart.
Travelstart is committed to transformation and redressing of past inequalities. Our employment equity
goals will be taken into account in our selection process.
Good luck!
