Processing Agent

2 days ago

Kondapur Hyderabad Telangana, India Travellab Africa Group Full time

Our Group Operations Division has an**_ opportunit_**y for an** Operations Processing**Agent**in the Processing Team

**_The vacancy is open to suitably experienced applicants within the Group Operations_**:

- (This role is based at our office in _**_Hyderabad_**_)_

**About the Role**

As a Processing Operations Agent at Travelstart, you'll assist clients by providing solutions to various travel-related queries and issues, aiming for first-contact resolution. You will handle client interactions through multiple contact channels, process bookings, and ensure high-quality, error-free service delivery. Your role includes answering general inquiries, ticketing, booking changes, schedule changes, and cancellations, and coordinating with suppliers to deliver excellent customer service.

**Key Responsibilities**:

- **Customer Experience**
- **Address client inquiries across various channels within SLA.
- Resolve issues with options that align with client needs and maintain strong supplier relationships.
- Deliver exceptional service to meet Travelstart's quality and quantity standards.
- **Quality Assurance**:

- Meet set QA scorecard targets and adhere to airline fare rules.
- Update bookings accurately, manage ticket reissues, and provide correct quotations.
- **Productivity**:

- Manage booking queues, process payments, and ensure contact volumes align with KPIs.
- **Error Reduction**:

- Minimize errors by adhering to airline rules and internal standards to avoid ADM issues.
- **Ad-Hoc Support**:

- Perform additional tasks within Operations as business needs arise.

**Role Requirements**:

- **Experience**:

- At least 2 years in the Travel Industry
- Customer Service experience across all contact channels
- Proficiency in Amadeus or another GDS
- In-depth understanding of Travelstart's products, policies, and back-office systems.
- Knowledge of ticketing processes.
- ** Qualifications**:

- Amadeus expertise, including fare rule understanding and implementation
- Experience in implementing new processes within the travel industry
- Relevant Tertiary qualification (advantageous)
- Grade 12 or equivalentnt
- ** Knowledge and Skills**:

- Software proficiency: MS Word, MS Excel, MS Outlook, MS PowerPoint, GSuite
- Excellent verbal and written communication skills
- Exceptional Customer Service Orientation
- Fluency in English (other languages would be beneficial)
- Solid Amadeus or similar GDS skills

**Functional Competency Requirements**:

- Data and Trend Analysis
- Procedural Adherence
- Problem Analysis
- Accuracy
- Travel Industry Best Practices
- MS Office and GSuite
- Quality and Detail Orientation

**Behavioural Competency Requirements**:

- Leadership skills
- Time Management
- Self-motivation
- Attention to detail
- Urgency
- Diligence
- Honesty
- Decision-making
- Team collaboration
- Motivation
- Strong Communication Skills
- Proactivity
- Confidence and Assertiveness
- Customer focus
- Innovation
- Adaptability
- Multitasking

This role is ideal for a customer-focused, detail-oriented individual with a solid background in travel services, ready to deliver high-quality client support in a dynamic operations environment.

**About the Team**

The **Processing Team** serves to support the Group Travel Operations, assisting clients with travel-related queries, aiming for quick, first-contact resolution. Your role involves managing client interactions across various channels, handling ticketing, booking and schedule changes, cancellations, and coordinating with suppliers to ensure high-quality, error-free service.

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