Job Description

Our Group Operations Division has an

opportunity

for an

Operations Processing

Agent

(Ticketing & Schedule Changes) in our Processing Team!

(This role is based at our office in

Cape Town)

About the Role

As a Processing Operations Agent at Travelstart, you'll assist clients by providing solutions to various travel-related queries and issues, aiming for first-contact resolution. You will handle client interactions through multiple contact channels, process bookings, and ensure high-quality, error-free service delivery. Your role includes answering general inquiries, ticketing, booking changes, schedule changes, and cancellations, and coordinating with suppliers to deliver excellent customer service.

Key Responsibilities:

Customer Experience

+ Address client inquiries across various channels within the SLA.
+ Resolve issues with options that align with client needs and maintain strong supplier relationships.
+ Deliver exceptional service to meet Travelstart's quality and quantity standards.

Quality Assurance:

+ Meet set QA scorecard targets and adhere to airline fare rules.
+ Update bookings accurately, manage ticket reissues, and provide correct quotations.

Productivity:

+ Manage booking queues, process payments, and ensure contact volumes align with KPIs.

Error Reduction:

+ Minimise errors by adhering to airline rules and internal standards to avoid ADM issues.

Ad-Hoc Support:

+ Perform additional tasks within Operations as business needs arise.

Role Requirements

Experience:

+ At least 2 years in the Travel Industry
+ Customer Service experience across all contact channels
+ Proficiency in Amadeus or another GDS
+ In-depth understanding of Travelstart's products, policies, and back-office systems.
+ Knowledge of ticketing processes.

Qualifications:

+ Amadeus expertise is compulsory, including fare rule understanding and implementation
+ Experience in implementing new processes within the travel industry
+ Relevant Tertiary qualification (advantageous)
+ Grade 12 or equivalent

Knowledge and Skills:

+ Software proficiency: MS Word, MS Excel, MS Outlook, MS PowerPoint, GSuite
+ Excellent verbal and written communication skills
+ Exceptional Customer Service Orientation
+ Fluency in English (other languages would be beneficial)
+ Solid Amadeus or similar GDS skills

Functional Competency Requirements

Data and Trend Analysis Procedural Adherence Problem Analysis Accuracy Travel Industry Best Practices MS Office and G Suite Quality and Detail Orientation

Behavioural Competency Requirements

Leadership skills Time Management Self-motivation Attention to detail Urgency Diligence Honesty Decision-making Team collaboration Motivation Strong Communication Skills Proactivity Confidence and Assertiveness Customer focus Innovation Adaptability Multitasking

This role is ideal for a customer-focused, detail-oriented individual with a solid background in travel services, ready to deliver high-quality client support in a dynamic operations environment.

About the Team

The

Processing Team

supports the Group Travel Operations, assisting clients with travel-related queries and aiming for quick, first-contact resolution. Your role involves managing client interactions across various channels, handling ticketing, booking and schedule changes, and cancellations, and coordinating with suppliers to ensure high-quality, error-free service.