Job Description

• This role will be best suited to a candidate with strong Corporate and Leisure Travel experience as a senior consultant, who is looking for a new challenge, assisting direct clients with their online flight, car and hotel bookings within a Travel Contact Centre environment.
• In this role, you will be responsible for assisting with the servicing (changes, refunds) of existing bookings made by our clients online, as well as assisting with new reservations (car rental, flights, hotels), if the service cannot be booked online. The role will also be responsible for troubleshooting booking errors / failures that a customer may experience, with efficient resolution provided.
• You will love consulting with clients on the phone as well as over email and Live Chat and enjoy building lasting relationships with our valued clients.

Hello, Future Travel Agent I

• Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
• As part of our team in eBucks Travel, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

• Offer your strong Corporate and Leisure Travel experience as a senior consultant, whilst assisting our reward clients with their online flight, car and hotel bookings
• Assist with the management of client’s bookings using your extensive domestic and international fares and ticketing experience, coupled with a high understanding of airline fare rules
• Build relationships and rapport with your customers, whilst assisting with the servicing and management of their online bookings or offline bookings
• Show initiative and be solution orientated in troubleshooting and resolving booking errors or failures that our customers may experience
• Provide exceptional and professional customer service in a fast-paced environment, over phone, email or chat with tight deadlines

You will be an ideal candidate if you have:

• Matric Certificate or equivalent
• Related Travel qualification or Travel Diploma
• Extensive knowledge and proficiency in Galileo or Amadeus
• Minimum 7 years working experience as a senior travel consultant, with strong Fares and Ticketing experience
• Solutions-orientated, adept at handling difficult customer interactions in a fast-paced environment
• Strong destination, travel product and industry compliance experience and knowledge
• Extensive domestic and international fares experience, coupled with a high understanding of airline fare rules
• Experience with domestic and international manual re-issues and EMD’s, from Point to Point to Complex
• Proactive approach to travel booking management (e.g. flight schedule changes, cancellations / airline queue management etc)
• Ability to manage multiple requests daily and resolve efficiently and professionally, within the prescribed SLA.
• Aptitude for internal IT and CRM systems (training will be provided on internal systems)
• Ability to achieve the individual targets set and aligned to Performance Goals
• Anticipating client’s challenges and proactively solving
• Attention to detail with a high level of accuracy.
• Excellent written and verbal communication skills in English; additional languages are a plus.

Personal Attributes

• Tech Savvy with confidence in using multiple systems simultaneously
• Process driven, with strong ethics
• Able to work under pressure and meet deadlines with strict SLA adherence
• Great communication skills
• Self-motivated and shows initiative
• Self-starter who works well in a team
• Able to work responsibly when unsupervised
• Collaborates well with other departments
• Ability to actively listen and extract relevant, key information
• Passion for learning
• Able to take direction, as well as motivate own choices.