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 REFUNDSWork with Amadeus systemIssue full domestic and international reservations including hotel, car, air, transfer, B&B, etc.Complete all reissues accuratelyHandle refunds accuratelyEnsure corporate fares are usedEssential knowledge of African and International destinationsFamiliarity with AGM preferredQUALITY CONTROL (QC) & RESERVATIONSLimited QC rejectionsAccurately conclude multi-sector/round-the-world reservationsClear Dashboards, TRF's, and Q'sPOLICIES AND PROCEDURESAdhere to all our client policies/procedures on the DashboardFollow paperless proceduresSTANDARD OPERATION PROCEDURES (SOP)Adhere to our client Standard Operating ProceduresPREFERRED PARTNERS AND CLIENTS PROFILESFamiliar with preferred partners of our client and the clientUpdate all traveler profilesPROFIT PERFORMANCEEnsure correct fees charged at ticketing time, including invoicing and referral bookingsNo tickets should be on the uninvoiced ticket listInvoice all ECC charges the following dayIssue vouchers correctly to clients and suppliersCost-conscious for both our client and the clientCLIENT SATISFACTION AND RELATIONSHIPSUnderstand and follow clients travel policies and proceduresProvide solutions to problemsClient-centric mentality, with consistent exceptional serviceBuild relationships with our client clientsPromptly address client complaintsAdhere to our client/client turnaround timesINTER-DEPARTMENTAL BUSINESS RELATIONSHIPSAttend company meetings, functions, and team-building activitiesBuild and maintain multi-level relationships within our clientNetwork at industry-related eventsBe a team playerCOMPANY CULTURERepresent our client as an ambassadorLive the Step-Up values: Integrity, Personal Accountability, Commitment to Quality, Respect, Empowering our people, Leadership, Passion, Embrace DiversityJOB CHALLENGESHandle pressure and volume effectivelyProvide consistent exceptional service while following SOP and SLARetain clientsAssist junior staffEDUCATIONAL REQUIREMENTSMatric QualificationTravel DiplomaEXPERIENCE IN YEARSMinimum 6 years' experience with at least 2 in a senior role in a similar organizationProficient in AmadeusKNOWLEDGEBeginner, intermediate, and advanced fares coursesTicket reissue courseTicketing courseSuper User courseBusiness with charm and savvy (Excl External Applicants)Customer service courseSound geographical and visa knowledgeAmadeus
