Hybrid Processing Agent (Ticketing & Schedule Changes) chez TravelLab Group

Our Group Operations Division has an opportunity for an Operations Processing Agent (Ticketing & Schedule Changes) in our Processing Team! 
(This role is  based at our office in Cape Town)

About the Role

As a Processing Operations Agent at Travelstart, you’ll assist clients by providing solutions to various travel-related queries and issues, aiming for first-contact resolution. You will handle client interactions through multiple contact channels, process bookings, and ensure high-quality, error-free service delivery. Your role includes answering general inquiries, ticketing, booking changes, schedule changes, and cancellations, and coordinating with suppliers to deliver excellent customer service.

Key Responsibilities:

• Customer Experience
  •  Address client inquiries across various channels within the SLA.
  • Resolve issues with options that align with client needs and maintain strong supplier relationships.
  • Deliver exceptional service to meet Travelstart's quality and quantity standards.

• Quality Assurance:
  • Meet set QA scorecard targets and adhere to airline fare rules.
  • Update bookings accurately, manage ticket reissues, and provide correct quotations.

• Productivity:
  • Manage booking queues, process payments, and ensure contact volumes align with KPIs.

• Error Reduction:
  • Minimise errors by adhering to airline rules and internal standards to avoid ADM issues.

• Ad-Hoc Support:
  • Perform additional tasks within Operations as business needs arise.

Role Requirements

• Experience:
  • At least 2 years in the Travel Industry
  • Customer Service experience across all contact channels
  • Proficiency in Amadeus or another GDS
  • In-depth understanding of Travelstart’s products, policies, and back-office systems.
  • Knowledge of ticketing processes.
• Qualifications:
  • Amadeus expertise is compulsory, including fare rule understanding and implementation
  • Experience in implementing new processes within the travel industry
  • Relevant Tertiary qualification (advantageous)
  • Grade 12 or equivalent
• Knowledge and Skills:
  • Software proficiency: MS Word, MS Excel, MS Outlook, MS PowerPoint, GSuite
  • Excellent verbal and written communication skills
  • Exceptional Customer Service Orientation
  • Fluency in English (other languages would be beneficial)
  • Solid Amadeus or similar GDS skills

Functional Competency Requirements

• Data and Trend Analysis
• Procedural Adherence
• Problem Analysis
• Accuracy
• Travel Industry Best Practices
• MS Office and G Suite
• Quality and Detail Orientation

Behavioural Competency Requirements

• Leadership skills
• Time Management
• Self-motivation
• Attention to detail
• Urgency
• Diligence
• Honesty
• Decision-making
• Team collaboration
• Motivation
• Strong Communication Skills
• Proactivity
• Confidence and Assertiveness
• Customer focus
• Innovation
• Adaptability
• Multitasking

This role is ideal for a customer-focused, detail-oriented individual with a solid background in travel services, ready to deliver high-quality client support in a dynamic operations environment.

About the Team

The Processing Team supports the Group Travel Operations, assisting clients with travel-related queries and aiming for quick, first-contact resolution. Your role involves managing client interactions across various channels, handling ticketing, booking and schedule changes, and cancellations, and coordinating with suppliers to ensure high-quality, error-free service.