Key Responsibilities

• Manage inbound customer enquiries relating to flight bookings, ticketing and travel changes.

• Calculate and quote domestic and international airfares using Amadeus and Sabre.

• Issue new tickets, process exchanges, reissues, refunds and cancellations.

• Interpret and apply airline fare rules, ticketing regulations and travel policies.

• Assist customers with itinerary changes, schedule changes and travel disruptions.

• Ensure all bookings and ticketing transactions are completed accurately and efficiently.

• Deliver exceptional customer service while meeting quality standards and SLA requirements.

• Resolve complex fare and ticketing queries within agreed turnaround times.

• Work collaboratively with internal teams to resolve customer issues and ensure a seamless customer experience.

• Maintain accurate customer records and documentation.

• Keep up to date with airline fare rules, industry changes and GDS enhancements.