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