Travel Reservations Supervisor / Ticketing Supervisor

Red Deer Global Inc; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Benefits offered by this job

Excellent salary

Bonus performance scheme

Job summary

Red Deer Global Inc. seeks a Travel Reservations Supervisor / Ticketing Supervisor in Cape Town to lead the ticketing team, manage daily operations, and drive service excellence.

The role demands strong people leadership, data-driven decision making, and deep knowledge of Amadeus GDS to handle bookings and schedule changes. Ideal candidates will have 4+ years in fast-paced customer support, a related bachelor’s degree, and a proven track record meeting demanding targets within travel operations.

Qualifications

• At least 4 years in a fast-paced customer support environment.
• Excellent interpersonal and leadership skills.
• Bachelor's degree in Tourism/Business Administration or related field is a plus.
• Experience handling demanding targets and tight deadlines.
• Results-driven and data-informed problem solver.
• Analytical thinking with ability to extract insights from data.
• Capetown, South Africa location requirement.
• GDS knowledge (Amadeus) is mandatory.
• Self-motivated, tactful, and strategic.

Responsibilities

• Lead the Ticketing team and oversee daily operations.
• Set targets and monitor team performance using data.
• Ensure high-quality customer service delivery.
• Develop/update policies to improve service levels.
• Handle escalated, complex cases and stakeholder communication.
• Identify, hire, and develop new talent.
• Coordinate with upper management on objectives.

Skills

People management

Customer service

Analytical thinking

Problem solving

Communication skills

Education

Bachelor's degree (Tourism/Business Admin)

Tools

Amadeus GDS

Job description

Travel Reservations Supervisor / Ticketing Supervisor

• Full-time

With offices in Israel, Germany, Portugal, South Africa and Belgium, thiscompany 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 is 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 the 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 as 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 Capetown (South Africa)
• High level of GDS knowledge (Amedeus mandatory requirement)
• Self-motivated, tactful, creative and strategic thinker.

Benefits

• The opportunity to work in a highly paced environment
• Excellent salary
• Bonus performance scheme.