Ticketing Agent - Lahore

Fly Jinnah; Islamabad; On-site; PKR 420,000 - 540,000; Full time

Job summary

Fly Jinnah is seeking a customer-focused sales professional to promote and execute day-to-day sales and service at the travel shop. You will handle reservations, tickets, and modifications for walk-in and agent bookings, while applying cross-selling techniques to meet targets.

You will stay informed on the latest Fly Jinnah products and promotions, discuss options with customers, and maintain a positive company image through professional service and problem solving.

Qualifications

• Bachelor degree in Tourism/Management or equivalent.
• Aviation/IATA/Tourism qualification is a plus.
• Proficient in Microsoft Office: Word, Excel, Power Point.
• Good in English.
• Experience with airline/travel products is desirable.
• Strong communication and problem-solving skills.

Responsibilities

• Promote Fly Jinnah sales and customer activities per guidance from Supervisor/Manager.
• Process reservations, travel bookings, and modifications for customers and agents.
• Cross-sell ancillaries, insurance, holiday packages, visas, and reward programs.
• Stay updated on new products and systems to maintain service knowledge.
• Establish contact with customers to build trust and boost sales; participate in promotions.
• Respond to inquiries and handle complaints promptly to protect Fly Jinnah's image.

Skills

Customer service

Sales skills

Cross-selling

Communication

Microsoft Office

English proficiency

Education

Bachelor degree in Tourism/Management or equivalent

Aviation/IATA/Tourism qualification a plus

Job description

Job Purpose

Efficiently promotes and executes the day-to-day Fly Jinnah sales and customer services of the corresponding sales shop to achieve set targets and objectives. Properly handles/directs customers’ inquiries and complaints in the right channel to enhance the customers’ experience and ensure their satisfaction.

Key Result Responsibilities

• Works on promoting Fly Jinnah sales and customer activities as per guidance of Supervisor/Manager and in line with the policies and procedures, these activities include but not limited to tickets, packages, holidays, visas, insurance, car rental, etc.
• Processes reservations, travel bookings, and modifications on bookings for walk-in/calling customers and agents, issues tickets and finalizes all necessary travel arrangements thru the system.
• Implements cross-selling techniques identified by the company to promote its products and services and to achieve the individual target set for him/her.
• Follows up on all updates and new products or systems introduced by the company to maintain solid and proper knowledge of the company’s services and products.
• Contributes to maximizing sales and profitability by selling ancillaries, insurance, holiday packages, visas, and air rewards. Educates customers on all new promotions, campaigns, special offers, and refers them to specialized personnel when needed.
• Establishes contact with current and potential customers to recover/enhance sales and build trust and credibility at customers’ level. Participates in outdoor promotions and sales blitz to promote the company's products and corporate image.

Key Result Responsibilities - Continued

• Responds to all customers’ inquiries and handles/directs their complaints raised by visits, calls, emails, etc. immediately and effectively ensuring a positive image ofFly Jinnah is always reflected.
• Handles all customers in a friendly welcoming attitude and refrains from any attitude that might lead to customer dissatisfaction.
• Communicates with airport team and visa check team to coordinate check-in procedures and formalities with assigned parties whenever required.
• Notifies customers with any changes or modifications on the flights such as delay, cancellations, others, etc.
• Processes /monitors visa applications and cancellations thru the proper channel in line with the Fly Jinnah general policies and procedures.
• Maintains the company’s property such as publications, brochures, equipment, office, waiting area, etc. in a good condition keeping in mind the Fly Jinnah corporate image.

Qualifications (Academic, Training, Languages)

• Bachelor degree in Tourism/Management or equivalent.
• Additional qualification in Aviation/IATA/Tourism is a plus.
• Proficient in Microsoft Office: Word, Excel, Power Point.
• Good in English.
• Acceptable knowledge in Airline/Travel products and services.
• Capable of understanding customers’ problems and directing them in the right channel.
• Effective communication skills to utilize in building sales and marketing techniques.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Capable of recommending alternate solutions to customers’ problems.
• Effective persuasive, negotiation, and problem solving skills.
• Ability to work for long hours and under pressure.
• Employs interpersonal relations to support company’s objectives.

Work Experience

• 1-2 years of experience in a customer service industry, preferably in Travel/Airline or tourism.
• Fresh graduates may be considered for this role given they demonstrate the required competencies.