Requirements:

• Grade 12
• Travel & Tourism Certificate / Diploma
• Strong GDS knowledge (Galileo will be an advantage)
• Minimum 2 years in airline reservations/ticketing role using Galileo (or any other GDS system) from within a Tour operator, business travel or similar
• The ability to prioritise and multitask with a proactive approach to problem-solving.
• Excellent written and oral communication
• Exceptional customer service skills
• Great attention to detail and accuracy
• A flexible and adaptable approach to work
• Ability to remain calm working in a highly pressurised environment
• A proactive team player
• Capable of always remaining approachable, friendly, and inspiring

The Role & Key Responsibilities:

• Create new PNR’s in Galileo and NDC platforms and make amendments to existing PNR’s in line with airlines amendment policies
• Issue airline tickets ensuring ticket deadlines are met
• Reissue/Revalidation and exchange tickets in line with airline policies
• Manage GDS & NDC queues, which include schedule changes, cancellations, and vendor remarks
• Process refunds via the GDS and assist with BSP reconciling
• Provide air support to Sales and Customer Services staff
• Build outstanding relationships with various airline representatives and liaise with our partners to find satisfactory solutions to flight queries
• Keep up to date with airline policies
• Dealing with early ticketing deadlines and requests, tax increases, name corrections and name changes on flight tickets
• Rebook flight tickets if needed and if requested by the business to maximise profitability.
• Investigate pricing queries by performing fare checks.
• Resolving duplicated bookings to protect reservations and minimise loss
• Directly and indirectly, assisting with customer queries via email or phone
• Resolve complex customer issues to timescales
• Escalate issues regarding bookings, fares, etc with the airlines directly, Travelport or with our IT team.
• Carry out quality control checks and seek cost-saving opportunities
• Deliver world-class service to ensure high customer satisfaction levels
• Relay essential information to appropriate colleagues or customers promptly and accurately
• Remain flexible within the department to meet the needs of the business