Job Description

Our Group Operations Division is looking for additional Travel Operations Agents for the Customer Support Team, which is known as One Team!
(These roles are planned to be based in Gardens - Cape Town (South Africa))
About the Role
The Travel Operations Agent serves as the first point of contact for customers, addressing queries via telephonic and written channels. The role focuses on achieving first-contact resolution for issues such as ticketing, booking changes, cancellations, schedule adjustments, and other travel-related inquiries via telephone, email and chat functions. This position requires delivering exceptional customer service, maintaining high-quality standards, and ensuring error-free task completion.
Key Responsibilities:

• Customer Experience:

• Resolve customer queries through various channels within SLA.
• Collaborate with suppliers to offer the best solutions.
• Adhere to service quality and quantity standards.

• Quality Assurance:

• Meet team QA scorecard targets.
• Ensure accuracy in ticketing, amendments, cancellations, and fare rule compliance.
• Maintain and improve supplier relationships.

• Productivity:

• Action bookings in operations queues within SLA.
• Process payments and reissue tickets accurately.

• Error Management:

• Minimise errors by adhering to airline rules for domestic and international bookings.

• Ad Hoc Support:

• Assist with operational tasks as needed.

Job Requirements:
Qualification & Experience:

• At minimum High School completion qualification, Grade 12/NQF4/A-level or equivalent qualification/experience
• Relevant tertiary qualifications beneficial

• Customer service experience across multiple channels.
• Strong knowledge of fares, calculations, and Travelstart systems/policies.
• Proficiency in Amadeus or other GDS systems
• At least 2 years of travel industry experience.

Personal Competencies:

• Attention to detail, accuracy, and diligence.
• Effective time management and multitasking abilities.
• Self-motivation with a proactive and adaptable approach.
• Strong teamwork and problem-solving skills

This role is suited for a detail-orientated professional dedicated to delivering exceptional customer experiences while ensuring operational efficiency.
About the team
The One Team serves to support the Group Travel Operations, handling customer enquiries and interactions and any other task assigned to facilitate efficient service to our clients across multiple regions and brands in concluding the fulfilment and support of the purchased air travel supported in the In-house system called TCC.

Skills Required