Sr Associate - Ops

Job Description Role Purpose To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrityExperience RequiredEssential:2+ years experience in the travel, tourism or customer service industryGDS training system Native SabrePreferred:12 24 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /contact centre environmentPrior customer service and/or sales experienceJob-Related Knowledge, Competencies & Skills RequiredEssential:GDS training system Native SabreCredit / Criminal ClearHigh proficiency in verbal & written English and/or another South African LanguageSound interpersonal skillsEmail etiquetteProficiency in the following Microsoft packages (Word, Excel & Outlook)Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDSExceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customersHigh attention to detail and accuracyTarget drivenThe ability to:o Prioritise and manage work flowo Analyse, validate and interpret informationo Resolve conflict situations amicablyo Find effective solutions for customers (i.e. businesses)o Effective problem solving and decision-making skillso Multi-task and cope with high work volumeso Team player and be able to work in an open-plan environmento Work under pressure to meet performance KPIs and client service level agreementso Effective negotiation and persuasion skillso Effectively share knowledge and expertise with customers and staffo Be agile and able to adapt to change in a fast-paced environmentPreferred:South African Citizen
Cape Town, WC, ZA