Operations Aftersales Agent

Travel Trade Recruitment Limited; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading travel support company in Greater London is looking for a professional to deliver high-quality support to travel agents. You will efficiently handle post-booking issues, maintain communication with agents, and coordinate changes to reservations. This hybrid position offers a competitive salary and opportunities for professional development. A candidate with excellent communication skills and the ability to thrive under pressure is desired.

Benefits

Competitive salary

Professional development

Hybrid work model after probation

Qualifications

• Excellent written and oral communication competency.
• Willingness to take responsibility and work as part of a team.
• Ability to adapt to company culture and values.

Responsibilities

• Resolve issues raised by travel agents efficiently.
• Manage changes received from airlines via Galileo.
• Investigate and action requests from travel agents swiftly.
• Ensure all amendments and communications are completed thoroughly.
• Work to targets and deadlines while maintaining service quality.

Skills

Effective communication

Problem-solving

Team collaboration

Customer service

Adaptability

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

• 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.
• To amend dates, upgrade tickets, route changes, name changes, refunds and seat/meal requests.
• 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 loose ends.
• To action ETA's (visa's), API's, Mobility Forms within set timeframes.
• 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 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