SALES & CUSTOMER SERVICES AGENT x2 – Air Botswana 2373 views

Reference Number
SCS0002
Department
Commercial

Description

The Sales and Customer Service Agents provide professional reservations and ticketing service to all customers and travel businesses either through telephone calls or face-to-face in order to deliver excellent customer experience and to achieve budgeted revenue targets.

He/She ensures that passengers’ details match the information on travel documents and handles customer issues regarding flight operations and automated check-in systems. To maintain a safe working environment, he complies with all safety and/or security standards and reports safety and/or security breaches to officers and supervisors. The position aids with preparation of customer documentation. In the case of complex customer requests, he/she escalates them to senior officers.

Requirements
Principal Responsibilities and Accountabilities (Key Performance Areas)

Making and confirming reservations for passengers with proper recognition of VIPs, CIPs and FQTV members
Assisting mishandled passengers to reduce passenger complaints;
Issuing tickets quoting correct fares to reduce passenger complaints and debit notes;
Briefing assigned flights to remove duplicate bookings, non-ticketed passengers with expired ticket time limits and notifying Space Control of partially confirmed passengers to minimise no-shows;
Handling all system-generated queues properly and taking the necessary actions required;
Assisting travel agents and other distribution partners with seat confirmations, upgrade / downgrade requests as per company policy;
Answering enquires made by travel agencies or other airlines and travel partners.

Minimum Education required

A recognised Diploma in Tourism, Business Administration, Commerce, Sales and Marketing or equivalent.
A Degree in related field will be an added advantage.

Minimum Experience required

At least two years (2) post-qualification experience of which at least one year should have been in a similar role or related field.
Airline/Aviation experience will be an added advantage

Required Competencies (Technical and Behavioural)

Airline Distribution Channel Strategies
Airline Marketing
Business Development
Airline Operations Management
Call Centre Management
Crisis Communication and Media Management
Customer and Passenger Handling and Care
Customer Relationship Management
Standard Operating Procedures Development
Planning and Organising
Commercial Awareness
Communication
Process Improvement & Optimisation
Regulatory Compliance
Business Insights & Leadership
Service Orientation
Creativity and Innovation
Problem Solving
Drive for Results (Pursuing Success)
Manages Complexity (Solution Analysis)
Directs Work (Plans & Aligns)
Collaborative Influence