Job Description

Role Purpose

To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity

Experience Required

Essential:

2+ years experience in the travel, tourism or customer service industry

GDS training system - Native Sabre

Preferred:

12 - 24 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /contact centre environment Prior customer service and/or sales experience

Qualifications

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Job-Related Knowledge, Competencies & Skills Required

Essential:

GDS training system - Native Sabre

Credit / Criminal Clear High proficiency in verbal & written English and/or another South African Language Sound interpersonal skills Email etiquette Proficiency in the following Microsoft packages (Word, Excel & Outlook) Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers High attention to detail and accuracy Target driven The ability to:
o Prioritise and manage work flow


o Analyse, validate and interpret information


o Resolve conflict situations amicably


o Find effective solutions for customers (i.e. businesses)


o Effective problem solving and decision-making skills


o Multi-task and cope with high work volumes


o Team player and be able to work in an open-plan environment


o Work under pressure to meet performance KPIs and client service level agreements


o Effective negotiation and persuasion skills


o Effectively share knowledge and expertise with customers and staff


o Be agile and able to adapt to change in a fast-paced environment

Additional Information

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Preferred:

South African Citizen