At Rhino Africa - The world’s leading Safari company, we are proud to promote safari & luxury travel destinations across Africa; pioneering a new path for sustainable tourism and leaving our legacy on the continent. We are on the lookout for a full-time Senior Flights Ticketing Agent to join our Flights team.
Description
Our ideal Senior Flights Consultant will share our passion for travel and all things African. We're seeking an adaptable, client-oriented tourism enthusiast with impeccable attention to detail to carry out the travel booking process, creating an efficient, effective and cost-conscious service. So, if you're an articulate peoples-person that knows travel and industry products (safari, domestic, regional and international) like the palm of your hand and you could navigate the Amadeus Reservation System in your sleep, then this is your chance to fly with the industry leaders!
As a Senior Flights Ticketing Agent your responsibilities will include, but will not be limited to:
- Attend to all client requirements and advise on suitable options.
- Attend to travel bookings in accordance with Rhino Africa's travel policy, especially turnaround times for quotes and bookings and info required, per flights SLA.
- Prepare itineraries for clients and consider ways in which to save costs and travel time.
- Confirm bookings / Issue tickets and notify clients of changes, penalties & pertinent info to make the trip run smoothly and without hassle.
- Provide a checkin service on behalf of the client.
- Facilitate special requests such as but not limited to : Special Meals, wheelchair assistance, etc.
- Team work relating to logging issues, maintaining lodge card balances and items relating to payments.
- Problem solving anomalies and closing the loop internally and externally.
- Providing support to Management relating to Flights and supplier escalations.
- Sharing pertinent information within and outside of the Flights team.
- Responsive on email, Google chat, telephone, especially when on emergency duty.
- Willing to assist the team in an emergency situation.
- Attend to after-sales client service.
- Facilitate rebooking, refunds, vouchers & credits and reissuing of tickets.
- Check forward bookings each month and reconfirm travel with consultants.
- Manage queues including schedule changes successfully and timeously.
- Keep up to date with current airline policies and negotiated rates.
- Maintain a close working relationship with clients (consultants) and suppliers.
- Support team members in their absence.
- Adhoc, flight relevant requirements as and when required.
- Attending regular workshops and training sessions to improve knowledge, as well as subscribe and keep up to date with relevant Flight / Airline info subscriptions. Good knowledge of the Our Web and TI applications is vital.
- Recommend and implement ways in which to make this operation more effective and efficient.
- Assisting Flights Manager with training, onboarding and mentoring of staff.
- Success in this role will be determined by 4 Key Performance Areas (KPAs):
- Professional and knowledgeable travel consultation from quote to issue to after sales services + relevant cost and time saving options.
- Timeous response inline with current SLA.
- Provide after-sales and emergency services.
Requirements
Our ideal Senior Flights Ticketing Agent will possess:
- Travel diploma is advantageous but not mandatory.
- 5+ Years experience in the inbound safari tourism industry - 1st prize.
- Experience in Amadeus, reissues, fares and ticketing.
- Solid , timeous , clear communication.
The following skills would be advantageous:
- Customer service and writing skills with excellent attention to detail.
- Able to communicate complex technical issues, with good presentation skills.
- A customer-centric approach with strong focus on exceeding and managing customer expectations.
- Self motivated and adaptable to be able to work with no supervision.
- Ability to work under pressure with a strong sense of urgency and excellent time management skills.
- Proactive problem solver and takes ownership for own performance and development.
- Confident and self motivated to exceed deadlines.
- Committed, flexible approach and a strong team player.
- Selling and negotiating skills.
- High Emotional Intelligence - The ability to handle a situation with a high level of emotional response and understanding.
Please note that this position is only available to SA citizens & SA permanent residents and preference will be given to previously disadvantaged individuals.