Purpose of the Job: The role involves efficiently managing the travel booking process at all levels to ensure a distinctive, cost-effective, and efficient travel service delivery.REISSUING TICKETS, RESERVATIONS, AND REFUNDS Work with Amadeus system Issue full domestic and international reservations including hotel, car, air, transfer, B&B, etc.Complete all reissues accurately Handle refunds accurately Ensure corporate fares are used Essential knowledge of African and International destinations Familiarity with AGM preferred QUALITY CONTROL (QC) & RESERVATIONS Limited QC rejections Accurately conclude multi-sector/round-the-world reservations Clear Dashboards, TRF's, and Q's POLICIES AND PROCEDURES Adhere to all our client policies/procedures on the Dashboard Follow paperless procedures STANDARD OPERATION PROCEDURES (SOP) Adhere to our client Standard Operating Procedures PREFERRED PARTNERS AND CLIENT'S PROFILES Familiar with preferred partners of our client and the client Update all traveler profiles PROFIT PERFORMANCE Ensure correct fees charged at ticketing time, including invoicing and referral bookings No tickets should be on the uninvoiced ticket list Invoice all ECC charges the following day Issue vouchers correctly to clients and suppliers Cost-conscious for both our client and the client CLIENT SATISFACTION AND RELATIONSHIPS Understand and follow clients' travel policies and procedures Provide solutions to problems Client-centric mentality, with consistent exceptional service Build relationships with our client clients Promptly address client complaints Adhere to our client /client turnaround times INTER-DEPARTMENTAL BUSINESS RELATIONSHIPS Attend company meetings, functions, and team-building activities Build and maintain multi-level relationships within our client Network at industry-related events Be a team player COMPANY CULTURE Represent our client as an ambassador Live the Step-Up values: Integrity, Personal Accountability, Commitment to Quality, Respect, Empowering our people, Leadership, Passion, Embrace Diversity JOB CHALLENGES Handle pressure and volume effectively Provide consistent exceptional service while following SOP and SLA Retain clients Assist junior staff EDUCATIONAL REQUIREMENTS Matric Qualification Travel Diploma EXPERIENCE IN YEARS Minimum 6 years' experience with at least 2 in a senior role in a similar organization Proficient in Amadeus KNOWLEDGE Beginner, intermediate, and advanced fares courses Ticket reissue course Ticketing course Super User course Business with charm and savvy (Excl External Applicants) Customer service course Sound geographical and visa knowledge Amadeus
