Travel Counselor

Responsibilities

• Ensures that flight travel requests are fulfilled in accordance with the customer requirements stipulated in the Service Level Agreement (i.e. lowest possible fare, response time, number of options, booking details).
• Follows the company work procedures, guidelines, and standards in customer service, builds Passenger Name Records (PNR) and profiles, tickets, attendance, and accuracy of work to eliminate errors and avoid ADMs.
• Participates fully as a team member to assist as needed in completing client requests/requirements (e.g. extending help when there are on-leave TCs).
• Acts as account manager to the assigned client. Ensures that all requests are closed and handled accordingly – bookings should be any of the following: flown, rebooked, or cancelled to proper communication and monitoring. Regularly monitors the queue to ensure that any flight cancellations and disruptions are properly addressed.
• Ensures completeness of documents necessary for billing to assure that all transactions are billed to the client.
• Communicates with third parties (i.e. airlines, GDS providers) as needed.
• Ensures that all monitoring forms and needed documentation are complete, accurate and timely.
• Stays abreast of all airlines rules and regulations, tariffs and other industry requirements and accurately applies this information when creating bookings.
• Attends staff and training meetings for ongoing updates in the travel industry and office procedures. Shall raise suggestions and concerns to improve the process.
• Keeps immediate superior promptly and fully informed of all problems and unusual matters of significance and takes prompt corrective action when necessary or suggests alternative courses of action (e.g. no internet connection, GDS problem).
• Maintains favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.

Qualifications

• Tourism graduate or any related course.
• Has a high level of social and emotional intelligence.
• Willing to be assigned to rotation shifts, weekend, and holiday duty.