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 In return, a competitive salary is on offer and the opportunity to work for an international, dynamic company.