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Scope

The role of a customer support travel consultant is to provide travel consulting services to customers of Sastaticket.pk. Some of the main duties of travel consultants include organizing flights, trains, and accommodation for a trip. Work on the best possible solution for the traveler, to include finding cheapest itineraries, and secure customer satisfaction for future services

Primary Responsibilities

Provide and maintain a high level of travel consulting service to customers

Drive to achieve expected transactions as per Key Performance Indicators (KPI)

Process and complete travel requirements (make a reservation in accordance with the initial inquiry, to ticket issue and file completion with invoice) as requested by customers. This covers all aspects of booking, changing, cancellation and/or refunding of air travel, hotel accommodation, car hire, insurance, visa, etc.

Raise Service Alert Advices and inform your direct report manager to ensure prompt resolution.

Complete all tasks assigned in accordance with Express Air Ltd. Policy and Procedure manual

Ensure service queues are monitored and worked at regular intervals during business days and are clear by end of shift.

Provide and maintain a high level of service.

Perform in a pro-active manner (examples):

Displaying initiative and ownership

Providing relevant accurate information in a timely manner without being prompted.

Remain updated on all aspects of travel through regular attendance at product seminars and workshops including team meetings sessions and other job-related training.

Daily Sales Report in accordance with procedures at the end of shift.

Skills & Abilities Required:

Fluent in Urdu and English: Written and Oral

Computer knowledge: Microsoft Word, Excel, Outlook

Flexibility to work in the morning, evening, or night shifts (night shift for males only).

Call center experience preferred.

Excellent organization and communication skills