Processing Schedule Changes

Operations - Cape Town, South Africa

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Purpose of Role

  • To work within the Processing Team with focus on Schedule Changes assisting passengers with their bookings that have been affected by a schedule change or flight disruption.
  • To be the first point of contact telephonic and or written consultation with clients – offering options of rebooking, rerouting, cancellation or assisting with any other queries within Operations.
  • To offer a world class Customer Service to Travelstart clients and solutions to queries.


  • At least 2 years in Travel Industry
  • Customer Service experience- on all contact channels
  • Amadeus or any other GDS


  • Understanding of Travelstart products – in house
  • Understanding of Travelstart back office system – TCC – in house
  • Understanding of Travelstart policies - In house

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
  • Teamplayer

Key Performance Areas & Indicators

Customer Experience

  • Servicing clients via various contact channels within SLA for bookings affected by a schedule change or flight disruption
  • 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 Travelstart


  • Meeting targets as the set QA score card for the team
  • Updating relevant information in bookings with each contact received
  • Updating and creating invoices accordingly
  • Fraud profiling of all bookings worked on for ticketing process
  • Maintaining good and improving existing or initiating new relationships with suppliers


  • Actioning bookings that have been placed on the relevant queues as per roadmap
  • 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 is required within Operations across all teams as per business needs.

To apply for this awesome opportunity please send us your CV (maximum 3 pages), to:
When Applying - It is a real "plus" if you send us a 3min MAX video recording of who you are, Why you are the best candidate for the role and why you are interested in the role!’
Please include a copy of your academic certificate and transcript (marks).
The reference for this opportunity is “Processing Schedule-Changes Agent” 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. Good luck!

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