Operations / Aftersales Agent

Travel Trade Recruitment; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading travel support company in North London is seeking an experienced professional to deliver top-notch assistance to travel agents. The role involves efficiently resolving post-booking issues, handling schedule changes, and ensuring high-quality customer care. This hybrid position offers professional development opportunities and a competitive salary, with work from Monday to Friday and occasional Saturdays.

Benefits

Competitive salary

Professional development opportunities

Qualifications

• Strong ability to resolve issues quickly and efficiently.
• Experience working under pressure and meeting deadlines.
• Proficiency in dealing with customer inquiries regarding travel bookings.

Responsibilities

• Resolve issues raised by travel agents via calls or emails.
• Handle schedule changes from airlines using Galileo.
• Investigate requests to amend or cancel reservations.

Skills

Excellent written and oral communication competency

Responsibility and teamwork

Adaptability to company culture

Job description

Purpose:
To deliver the highest level of support to travel agents by taking full responsibility for resolving all post booking related issues in a manner that promotes and enhances the company's reputation.

To establish and maintain rapport with travel agents with the objective of leaving them impressed with the efficient delivery of superior quality support from both you and the company.

Key Duties and Responsibilities include:

• To resolve issues raised by telephone calls or emails from travel agents quickly and efficiently while maintaining the highest level of courtesy and professionalism.
• To deal with schedule changes received from airlines via Galileo
• To demonstrate an ability to communicate effectively with agents, to manage the conversation and to make good decisions in a pressurised environment.
• To investigate and understand issues relating to requests from travel agents to amend or cancel reservations and to effectively action these requests in a swift and complete manner.
• This will include amending dates, upgrading tickets, route changes, name changes refunds and seat/meal request.
• To ensure that booking processes are streamlined by efficiently using queues, booking notes and email communication wherever relevant.
• To amend hotel, car hire and transfer reservations, contact suppliers using email and telephone in an efficient manner that ensures that all amendments are actioned correctly and completely, leaving no lose ends.
• To action ETA's (visa's), API's, Mobility Forms within set timeframes.
• To be able to work to targets and deadlines while maintaining the highest quality of customer care handling.
• To support other members of the department and company overall by promoting a positive "can do" attitude.
• To assist with any other Flights department where necessary.

• Excellent written and oral communication competency.

• A willingness to take responsibility and to work as a part of a close team.

• Ability to adapt to the company culture and live the company values.

The package:

• A competitive salary
  
• Hybrid (after probation) Monday - Friday role in North London with 1 in 3 Saturday's (Day off in lieu)
  
• Professional development and growth within the company.