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Sales & Ticketing & Reservation Staff / Executive

2 weeks ago

Delhi NCR, India Japan Airlines Company Limited Full time US$ 40,000 - US$ 80,000 per year

Job title : Reservation and Ticketing Executive

Location : Delhi (Wordmark 1 Aero city)

Designation : Executive (Entry level)

Reporting line : Directors and section managers

Working hours : Based on the roster (shift work/basically 5days working per week, 8

hours + 1 hour break)

Job overview

Reservation and Ticketing Executive with a customer-centric approach, capable of handling flight and travel bookings, ticket issuance/reissuance, and processing refunds or partial refunds. The ideal candidate should have hands-on experience with GDS platforms, preferably Amadeus, and possess strong communication and problem-solving skills.

In addition, the role requires familiarity with revenue accounting platforms such as BSP, along with proficiency in MS Office, especially Excel.

Job description

1. Reservation and Ticketing

  • Accurately create and manage Passenger Name Records (PNRs) using GDS/CRS systems Amadeus.
  • Interpret and apply IATA fare rules to price itineraries, ensuring compliance with airline policies.
  • Issue, reissue, and void tickets as per standard procedures.
  • Handle refunds (full, partial, involuntary, and voluntary) in line with airline fare and refund policies.
  • Assist with changes to itineraries including date/time changes, rerouting, and special service requests (SSR).

Ensure seamless special service handling (e.g., medical requests, wheelchair assistance, meal preferences).

2. Revenue Accounting

  • Process and reconcile transactions via the Billing and Settlement Plan (BSP).
  • Review and manage Agency Debit Memos (ADM) and Agency Credit Memos (ACM) with accuracy.
  • Ensure timely financial reporting, reconciliation, and error correction.
  • Ticketing Audit Coordination (ADM dispute, Invoice, sending TI, report check etc)
  • Preparation of sales report.
  • Coordinate with finance teams to support month-end and year-end closing activities.

3. Group Desk Handling

  • Handle group travel inquiries, quotations, and bookings for corporate, educational, and leisure groups via GSO (Group fare calculator) etc.
  • Negotiate fares and contract terms with group coordinators within JAL and travel partners.
  • Prepare group fare proposals and contracts; monitor group deadlines (e.g., deposits, name lists, final payments).

4. Customer Service (Inside Sales support)

  • Respond to agents and direct passenger (Japanese/non-Japanese) inquiries via phone, email, and at service desks.
  • Manage customer complaints and escalations, providing prompt and effective resolutions.
  • Deliver high levels of customer satisfaction through courteous, knowledgeable, and timely service.

5. Administrative Duties

  • Prepare monthly job rosters and attendance reports.
  • Assist in compiling payroll data and salary documentation.
  • Maintain internal reports, performance trackers, and audit documentation.
  • Other administrative duties.

6. Other Operational duties

  • Agency Reservation and ticketing Policy & procedure announcement to the market
  • Interline & Staff Ticket Management.
  • Coordination with various related sections for smooth handling of reservation and ticketing function.
  • Creating and managing reports, maintaining data, and analysing booking trends using MS Excel and Airlines internal booking tools.
  • Provide support to handle the irregular flight operations. The responsibilities that may require working on weekends, holidays, or during non-standard working hours.
  • Collaborate with cross-functional teams from various other sections like Airport/Account etc. to drive continuous service development.

7. Continuous Improvement and Compliance

  • Stay updated on airline industry regulations, fare filing changes, and system updates.
  • Implement improvements based on customer feedback and audit recommendations.
  • Ensure strict adherence to aviation security protocols and data privacy regulations.

Required Skills

  • 3 years + experience in Airline/Travel management Companies etc. in reservation and ticketing roles
  • Hands-on experience with GDS systems preferably Amadeus etc
  • Knowledge of IATA regulations, fare constructions, and global ticketing procedures
  • Excellent communication (verbal & written) and interpersonal skills
  • Proficiency in MS Office tools (Excel, Word, Outlook)
  • Strong attention to detail, numerical accuracy, and organizational skills
  • Fluently English Communication skills

Preferable Skills

  • Revenue management in airline companies.Customer service experiences in airlines/travel management companies
  • Those who can currently speak a little Japanese or have the desire to learn Japanese in the future.

Competencies

  • Ability to adjust to corporate cultureWilling to work in any shift and location that company assigned (possibility of night shift specially during flight irregularities)
  • Strong teamwork and communication skills
  • Logical thinking capability
  • Quantitative analysis approach capability
  • Demonstrates collaborative excellence and strong conflict resolution skills
  • Ability to work under pressure, multitask, and handle high call/email volumes
  • Medically Fit
  • Well time management
  • High awareness of compliance
  • Be able to respond sincerely to superiors instructions and orders
  • Passion for promoting Japan and Japan Airlines

Required Documentations

  • Updated Resume/CV
  • Educational Certificates (Graduate/Postgraduate degree)
  • Certified Reservation & Ticketing Course Certificate
  • Valid ID or Passport (Indian)
  • Recent Passport-sized Photograph
  • Cover Letter

Preferable qualifications

  • Graduate/postgraduate degree (preferably in Aviation, Travel & Tourism, Business, or related fields).
  • Certified Reservation and ticketing course from renowned institutions.

Benefits

  • Annual medical checkup
  • Medical insurance,
  • Social security
  • Reimbursement for commuting expenses
  • Flight benefits on JAL