Travel Operations Agent

Travelstart; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading travel company in Cape Town is seeking Travel Operations Agents to join their Customer Support Team. The ideal candidates will have a strong background in customer service, with at least two years of travel industry experience and familiarity with GDS systems like Amadeus. This role is focused on resolving customer queries and ensuring accuracy in ticketing and operational tasks. Competitive benefits and a collaborative work environment are offered.

Qualifications

• At least 2 years of travel industry experience.
• Strong knowledge of Travelstart systems and policies.

Responsibilities

• Resolve customer queries through various channels within SLA.
• Collaborate with suppliers.
• Ensure accuracy in ticketing and amendments.
• Meet team QA scorecard targets.
• Assist with operational tasks as needed.

Skills

Customer service experience across multiple channels

Strong knowledge of fares and calculations

Proficiency in Amadeus or other GDS systems

Attention to detail

Effective time management

Problem-solving skills

Education

High School completion qualification, Grade 12 / NQF4 / A-level

Relevant tertiary qualifications

Job description

About The Role

Our Group Operations Division is looking for additionalTravelOperations Agentsfor theCustomer Support Team, which is known as One Team (These roles are planned to be based inGardens-Cape Town (South Africa))

Key Responsibilities

• Customer Experience: Resolve customer queries through various channels within SLA.
• Collaborate with suppliers to offer the best solutions.
• Adhere to service quality and quantity standards.
• Quality Assurance: Meet team QA scorecard targets.
• Ensure accuracy in ticketing, amendments, cancellations, and fare rule compliance.
• Maintain and improve supplier relationships.
• Productivity: Action bookings in operations queues within SLA.
• Process payments and reissue tickets accurately.
• Error Management: Minimise errors by adhering to airline rules for domestic and international bookings.
• Ad Hoc Support: Assist with operational tasks as needed.

Job Requirements

Qualification & Experience

At minimum High School completion qualification, Grade 12 / NQF4 / A-level or equivalent qualification / experienceRelevant tertiary qualifications beneficialCustomer service experience across multiple channels.Strong knowledge of fares, calculations, and Travelstart systems / policies.Proficiency in Amadeus or other GDS systemsAt least 2 years of travel industry experience.

Personal Competencies

• Attention to detail, accuracy, and diligence.
• Effective time management and multitasking abilities.
• Self-motivation with a proactive and adaptable approach.
• Strong teamwork and problem-solving skills.

About The Team

The One Team serves to support the Group Travel Operations, handling customer enquiries and interactions and any other task assigned to facilitate efficient service to our clients across multiple regions and brands in concluding the fulfilment and support of the purchased air travel supported in the In-house system called TCC.