Travel Call Centre Agent (Sabre Native)

Role Purpose

To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity

Experience Required

Essential:

· 2+ years experience in the travel, tourism or customer service industry

· GDS training system – Native Sabre

Preferred:

· 12 – 24 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /contact centre environment

· Prior customer service and/or sales experience

Job-Related Knowledge, Competencies & Skills Required

Essential:

· GDS training system – Native Sabre

· Credit / Criminal Clear

· High proficiency in verbal & written English and/or another South African Language

· Sound interpersonal skills

· Email etiquette

· Proficiency in the following Microsoft packages (Word, Excel & Outlook)

· Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS

· Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers

· High attention to detail and accuracy

· Target driven

· The ability to:

o Prioritise and manage work flow

o Analyse, validate and interpret information

o Resolve conflict situations amicably

o Find effective solutions for customers (i.e. businesses)

o Effective problem solving and decision-making skills

o Multi-task and cope with high work volumes

o Team player and be able to work in an open-plan environment

o Work under pressure to meet performance KPIs and client service level agreements

o Effective negotiation and persuasion skills

o Effectively share knowledge and expertise with customers and staff

o Be agile and able to adapt to change in a fast-paced environment

Preferred: South African Citizen