Official Job Title: Operations Consultant – Ticketing & BSP
Work arrangement: Full onsite during probationary period with adjusted setup afterwards. Schedule is 5 AM to 2 PM.
About Us: We are a leading Online Travel Agent (OTA) in New Zealand and Australia, proudly owned and operated as part of a broader group. Our mission is to empower the freedom of travel by offering our customers the best flight deals to destinations around the world. In addition to flights, we provide accommodation, insurance, activities, car rentals, and a membership program that offers exclusive points and perks. We are passionate about travel and dedicated to ensuring our customers can explore the world with ease and excitement.
Our Values: If you're driven by wanderlust and thrive on making travel dreams a reality, we'd love for you to join our team! Here, we:
Got Your Back: We are committed to supporting our customers every step of the way.
Be Bold & Innovative: We embrace creativity and innovation as a core part of our culture.
Keep It Straight Up: Transparency and simplicity are at the heart of everything we do.
Put People First: We prioritize our team members and customers above all else.
About the Role: As an Online Travel Consultant, you will play a vital role in delivering exceptional customer service, guided by our Team Leader and Contact Centre Manager. Your primary responsibilities include ensuring customer satisfaction through effective communication via phone and email, and managing bookings made through our online booking engine for a seamless travel experience.
Key Responsibilities:
Ticketing and Amadeus Queues:
Issue tickets in accordance with fare rules and within ticketing time limits.
Process reissues and cancellations, advising customers on fare rules and collecting additional funds when necessary.
Monitor queues throughout the day to quickly identify and resolve any issues.
Customer Service:
Be logged into the queues at all times, answering calls within 3 rings and maintaining an outlet abandonment rate of less than 5%.
Return telephone messages within 1 hour of receipt.
Handle all calls professionally and with a friendly demeanor to ensure lifelong customer relationships.
Complete bookings for customers experiencing technical issues.
Provide expert knowledge and guidance on destinations and flight information.
Inbox Management:
Respond to all non-automated emails within 1 hour of receipt, ensuring responses are professional and accurate.
Scheduled Charges:
Promptly and effectively manage scheduled charges, offering customers alternatives where appropriate.
Booking Engine Expertise:
Develop a deep understanding of the flight booking engine, analyzing errors and pricing issues and reporting them immediately.
Relationship Building:
Collaborate effectively with the Online and E-commerce teams, maintaining relationships with key individuals within the group, as well as with our product team and suppliers.
Qualifications:
Retail travel experience and/or travel qualifications
GDS experience
A passion for travel
Excellent verbal and written communication skills
Strong problem-solving and analytical skills
High level of technical proficiency and understanding of systems and processes
Initiative and ability to work independently
Strong prioritization and multitasking abilities
What We Offer:
Vacation Leave accrued upon hiring
Sick leaves accrued upon hiring
HMO for Employee + 1 Dependent
Non Taxable Meal Allowance of 2k/month
Company-wide monthly engagement activities
Be part of a company that values its employees
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