Travel Reservations Supervisor

Red Deer Global Inc; Milnerton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading travel technology company is seeking an experienced Amadeus Travel Reservations Supervisor / Ticketing Supervisor in Cape Town. The successful candidate will manage ticketing operations, lead a team, ensure high-quality customer service, and collaborate with various stakeholders. Candidates should have strong GDS knowledge, excellent leadership skills, and a results-driven approach. A Bachelor's degree in a relevant field is preferred. Join a dynamic team and help enhance customer travel experiences.

Qualifications

• 4+ years of experience in a fast-paced customer support environment.
• Proven interpersonal and leadership skills.
• Experience working with demanding targets and tight deadlines.
• Results-driven and analytical mindset.

Responsibilities

• Lead the team and supervise daily operations.
• Ensure high-quality services are offered.
• Set and communicate team targets effectively.
• Develop and implement improved business processes.
• Identify, develop, and hire new talent.
• Handle escalated, complex cases for resolution.

Skills

Customer service experience

People management

Problem-solving skills

Analytical background

GDS knowledge

Interpersonal skills

Leadership skills

Education

Bachelor’s degree in Tourism/Business Administration or quantitative subject

Tools

Amadeus GDS

Job description

Amadeus Travel Reservations Supervisor / Ticketing Supervisor

• Full-time

With offices in Israel, Germany, Portugal, South Africa and Belgium, this company is changing how people buy holidays. They have partnered with some of the most innovative global brands, and are building the world’s leading AI enabled tour operator platform, which allows travellers to customise their holiday experience and break free of the traditional restrictions of static pre-packaged holidays.

We're looking for an experienced Ticketing Supervisor with advanced customer service experience, people management and problem solving skills, strong analytical background, high level of GDS knowledge and of course the ability to communicate effectively with customers, team members and other partners. The Ticketing Supervisor is responsible for overseeing the daily tasks of the Ticketing team, focused on new bookings and schedule changes. This role includes communicating customer service objectives to Travel Agents, compiling data to make assessments of their team’s progress and coordinating with upper management to find ways to enhance the customer service objectives among employees. Position reports to the Frontline Senior Manager, Head of Operations.

Responsibilities

• Promote excellent performance by leading the team and supervising the daily operations of the department
• Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency & productivity
• Ensure high quality services are offered
• Clearly set & communicate targets and use data to monitor & measure the team’s performance
• Develop, implement new or improve existing business policies/processes to improve the services offered
• Anticipate and manage risk and attend employee issues
• Ensure clarity around priorities and goals based on the organization’s objectives
• Identify, develop and hire new talent
• Investigate and handle escalated, complex cases to ensure proper resolution
• Communicate with upper management & deal with difficult stakeholders

Qualifications

• At least 4 years of similar working experience in a fast-paced customer support environment
• Excellent interpersonal and leadership skills
• A Bachelor’s degree (preferably in Tourism/Business Administration or any quantitative subject) would be considered a plus
• Experience working with demanding targets and tight deadlines
• Results-driven approach to problem-solving
• Process-oriented analytical thinking with the ability to extract information from data
• Location in Cape Town (South Africa)
• High level of GDS knowledge (Amadeus mandatory requirement)
• Self-motivated, tactful, creative and strategic thinker
• The opportunity to work in a highly paced environment