Processing Operations Agent

Our Group Operations Division has anopportunity for an Operations Processing Agent in our Processing Team!

(This role is based at our office in Cape Town)

About The Role

As a Processing Operations Agent at Travelstart, youll 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 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:
• Minimize 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 Travelstarts products, policies, and back-office systems.
• Knowledge of ticketing processes.
• Qualifications:
• Amadeus expertise, including fare rule understanding and implementation
• Experience in implementing new processes within the travel industry
• Relevant Tertiary qualification (advantageous)
• Grade 12 or equivalentnt
• 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 GSuite
• 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 serves to support the Group Travel Operations, assisting clients with travel-related queries, aiming for quick, first-contact resolution. Your role involves managing client interactions across various channels, handling ticketing, booking and schedule changes, cancellations, and coordinating with suppliers to ensure high-quality, error-free service.