Job Description

Role: Senior Aftersales/Operations Agent

Department: Operations

Reports To: Operations Supervisor

Purpose:To deliver the highest level of support to travel agents by taking full responsibility for resolving all post booking related issues in a manner that promotes and enhances the company's reputation.

To establish and maintain rapport with travel agents with the objective of leaving them impressed with the efficient delivery of superior quality support from both you and the company.

Key Duties and Responsibilities include:

• To resolve issues raised by telephone calls or emails from travel agents quickly and efficiently while maintaining the highest level of courtesy and professionalism.
• To deal with schedule changes received from airlines via Sabre
• To demonstrate an ability to communicate effectively with agents, to manage the conversation and to make good decisions in a pressurised environment.
• To investigate and understand issues relating to requests from travel agents to amend or cancel reservations and to effectively action these requests in a swift and complete manner.
• This will include amending dates, upgrading tickets, route changes, name changes refunds and seat/meal request.
• To ensure that booking processes are streamlined by efficiently using queues, booking notes and email communication wherever relevant.
• To amend hotel, car hire and transfer reservations, contact suppliers using email and telephone in an efficient manner that ensures that all amendments are actioned correctly and completely, leaving no lose ends.
• To action ETA's (visa's), API's, Mobility Forms within set timeframes.
• To be able to work to targets and deadlines while maintaining the highest quality of customer care handling.
• To support other members of the department and company overall by promoting a positive "can do" attitude.
• To assist with any other Flights department where necessary.

• Excellent written and oral communication competency.

• A willingness to take responsibility and to work as a part of a close team.

• Ability to adapt to the company culture and live the company values.

The package:

• A competitive salary
• Officed based Monday - Friday role in North London
• Professional development and growth within the company.