Travel Call Centre Agent (Sabre Native)

About the role

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

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