Purpose of Role
To work within the Processing Team with focus on refunds assisting clients towards a first contact resolution.
To be the first point of contact telephonic and written consultation with clients – offering the options of cancelling and refunding of 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 Travelstart clients.
Key Performance Areas & Indicators
Customer Experiences
- 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 Travelstart
Quality
- 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
- 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 refund 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 is required within Operations across all teams as per business needs
Experience
- At least 2 years in Travel Industry
- Customer Service experience- on all contact channels
- Amadeus or any other GDS Fares 1 – 3, understanding , calculations
Training
- 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
To apply for this awesome opportunity please send us your CV (maximum 3 pages) and
portfolio to: recruitme@travelstart.com.
The reference
for this opportunity is “Refunds 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 the 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!
