Required Knowledge, Skills, and Abilities
Must be able to consult on Amadeus.
Effectively action the travel booking process at all levels including reservations fares ticketing reissues and refunds for all routing complexities.
Fulfil a generalist role within the team.
Ensure that 90 percent of calls are answered.
Maintain 90 percent adherence to Call SLA criteria.
Align with all TTS and GBT policies and procedures found on the Dashboard.
Read understand sign and uphold the TTS code of conduct.
Align to the home network addendum.
Remain compliant and aligned to client policy.
Maintain productivity above the average benchmark while delivering high touch service.
Awareness of blacklisted sanctioned airlines and countries including the EU banned list is essential.
Monitor and clear Dashboards Qs and TRFs daily.
Ensure all calls are correctly logged at all times.
Ensure all fees are correctly charged at time of ticketing including invoicing and referral bookings.
Prevent tickets from appearing on the uninvoiced ticket list.
Accurately document required client references and savings code reasons.
Identify opportunities for additional income and client savings during quoting.
Issue and email all documentation correctly to clients and suppliers.
Maintain a cost conscious mindset for both TTS and the client.
Be fully conversant with the preferred partners of both TTS and the client.
Take a strategic approach when quoting preferred partners.
Ensure utilization of corporate fares TTS and GBT deals.
Maintain a client centric mentality with high touch service and personal accountability for client satisfaction and retention.
Respond immediately to client complaints.
Adhere to TTS client turnaround times.
Maintain excellent telephone etiquette.
Ensure ticket error ratios remain below zero point two percent.
Attend company meetings functions and team building activities.
Build and maintain multi level relationships within TTS.
Serve as an integral part of the team and provide coaching and guidance to junior staff.
Actively pursue innovation and more efficient processes.
Share knowledge with the broader team.
Pursue self improvement through LMS GBT Workday and supplier training.
Effectively handle pressure and high work volumes.
Work independently and be self managed.
Be flexible with working hours according to the rotating shift roster and extended hours.
Consistently offer VIP service while adhering to SOP and SLA.
Contribute to client retention.
Troubleshoot and resolve problems.
Maintain consistency and self motivation.
Provide solutions and offer alternatives.
Deliver the right solution for the clients.
