Senior Travel Operations Specialist - Operations OneTeam

TravelLab Global AB; Cape Town; Sur place; ZAR 600 000 - 800 000; Plein temps

Résumé du poste

TravelLab Global AB in Gardens, Cape Town, is seeking a Senior Travel Operations Specialist for the OneTeam. The role delivers end-to-end travel support across Voice, Email, WhatsApp, and chat channels, handling complex ticketing, changes, and refunds with airline policy compliance.

The ideal candidate has 6+ years in travel, advanced Amadeus Cryptic skills, NDC experience, and strong English communication.

Qualifications

• Minimum of 6 years in core travel industry (senior/wholesale or high-volume retail).
• Advanced Amadeus Cryptic proficiency is essential.
• Hands-on experience with NDC platforms and multi-channel CRM/chat tools.
• Excellent written and spoken English communication.
• High school completion required; travel-related tertiary qualification is a plus.
• Calm under pressure, adaptable, fast-paced environment readiness.
• Strong attention to detail and proactive problem solving.

Responsabilités

• Deliver end-to-end travel support via voice, email, and chat channels.
• Handle complex ticketing, changes, refunds, reissues, and fare rules.
• Work with airlines and suppliers to negotiate outcomes and resolve disruptions.
• Maintain SLA adherence and ensure accurate fare constructions.
• Interpret airline policies and ensure compliance with procedures.

Connaissances

Amadeus (Cryptic)

NDC platforms

CRM tools

English communication

Formation

High School completion

Outils

CRM software

GDS experience

Description du poste

Senior Travel Operations Specialist - Operations OneTeam

• Senior Travel Operations Specialist - Operations OneTeam

Our Group Operations Division is looking for Senior Travel Operations Specialist for the Customer Support Team, which is known as One Team! (These roles are planned to be based in Gardens, Cape Town (South Africa))

About the Role

The Senior Travel Operations Specialist is responsible for delivering exceptional end-to-end travel support and operational excellence across multiple customer communication channels. The role serves as a subject matter expert in complex ticketing, amendments, schedule changes, refunds, reissues, and airline policies, ensuring seamless customer experiences while minimising operational and financial risk. As a senior member of the Operations team, the incumbent acts as a trusted advisor to customers, colleagues, and airline partners, leveraging advanced Amadeus expertise, NDC knowledge, and industry best practices to resolve complex travel scenarios efficiently and accurately.

Key Responsibilities:

Customer Experience Excellence

Multi-Channel Customer Support

• Deliver professional and efficient customer support via Voice, Email, WhatsApp, and other approved communication channels.
• Resolve customer enquiries at the first point of contact wherever possible.
• Manage customer expectations through proactive communication and case ownership.
• Provide accurate travel advice and guidance relating to bookings, changes, cancellations, refunds, and airline policies.

Customer Advocacy

• Liaise directly with airlines, consolidators, and suppliers to negotiate the best possible outcomes for customers.
• Escalate and manage complex travel disruptions, schedule changes, and irregular operations.
• Ensure customer issues are resolved within agreed service standards.

Service Quality

• Consistently achieve and exceed quality assurance standards and customer satisfaction targets.
• Deliver service aligned with company brand values and customer experience objectives.

Travel Operations & Ticketing

Complex Ticketing Management

• Process and manage complex domestic and international reservations.
• Execute ticket reissues, exchanges, refunds, voids, cancellations, split PNRs, and schedule change management.
• Interpret and apply fare rules accurately across multiple airlines and fare types.
• Manage NDC and GDS bookings in accordance with airline and company requirements.
• Monitor and action operational queues within defined service level agreements (SLAs).
• Prioritise urgent customer cases and operational escalations.
• Ensure no customer request remains unattended beyond agreed turnaround times.
• Process payments and fare recalculations accurately.
• Ensure ticketing and reissue calculations are correct and compliant with airline requirements.
• Minimise debit memo exposure through accurate fare construction and ticketing practices.

Airline Policy Compliance

• Maintain comprehensive knowledge of airline fare rules, policies, procedures, and industry regulations.
• Apply domestic and international airline policies accurately.
• Ensure compliance with company operational procedures and quality standards.

ADM Prevention

• Identify and mitigate potential Agency Debit Memo (ADM) risk"s.
• Investigate and resolve ticketing discrepancies proactively.
• Support operational initiatives aimed at reducing financial losses and errors.

Operational Governance

• Adhere to internal controls, audit requirements, and operational standards.
• Maintain accurate records of customer interactions and booking activity.
• Escalate risks and operational concerns appropriately.
• Support onboarding and training initiatives where required.
• Contribute to process improvements and operational efficiencies.
• Stay informed of industry developments, airline updates, technology enhancements, and NDC advancements.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Assurance Scores
• SLA Adherence
• Productivity Targets
• Ticketing Accuracy
• Refund and Reissue Turnaround Time
• ADM Reduction and Prevention
• Compliance with Operational Standards

Job Requirements

Qualifications & Experience

• Industry Tenure: Minimum of 6 years of core travel industry experience (Senior/Wholesale or high-volume retail environment preferred).
• GDS Expertise: Advanced proficiency in Amadeus (Cryptic) is non-negotiable.
• Modern Tech Savvy: Hands-on experience with NDC platforms and multi-channel CRM/chat tools.
• Communication Mastery: Impeccable verbal and written English communication skills—capable of crafting empathetic emails and professional WhatsApp responses.
• Education: High School completion (Grade 12 / NQF4 / A-Levels) is required; a relevant travel tertiary qualification is highly beneficial.
• The 'Unshakeable' Mindset: Calm under pressure, highly adaptable, and thrives in a fast-paced
• Analytical Precision: Exceptional attention to detail; you catch the fare rule nuances that others miss.
• Proactive Problem Solver: You don't just spot a schedule change issue; you present the solution.

About the team

The One Team is the engine room of our Group Travel Operations. We support multiple global regions and brands, managing complex customer interactions and fulfilment. Utilising our robust in-house system (TCC), we collaborate as a unified front to ensure that buying and modifying air travel is a seamless experience for thousands of clients daily. We value expertise, sharp wit, and a shared passion for the aviation and travel industry