Job Description
Club Med South Africa has a position available for a Transport and Sales Support Executive who will be responsible for managing all transport and Sales Support requests (70 – 80%) and basic Customer Care requests (20 – 30%).
Transport
Mission 1: Handle basic transport requests
- Issuing/cancelling/reissuing of air tickets
- Action all flight modifications/cancellations in both Amadeus & NA (in-house booking system) - name change, date change, flight change, upgrades
- Advise and action all flight schedule changes
- Checking Amadeus Q’s on a regular basis
- Manage airline schedule changes
- Accurately program flights for in-house reservation system
- Assist with afterhours emergency situations (emergency laptop) - if and when required
Mission 2: Support the Call Centre team by actioning all transportation requests
- Action all modifications/cancellations in both Amadeus & NA (in-house booking system) - name change, date change, flight change, upgrades
- Advise and action all flight schedule changes
- Actioning requests within specified time (maximum 4 hours)
- Finding best flight options and pricing for our clients
- The booking of ancillary services
Mission 3: Handle group requests efficiently for the Meetings and Events department
- Finding effective and cost-efficient group flights for the Meetings and Events department
- Completing passenger lists and seating requests as per the group’s needs
- Supporting the groups departments in case of any flight issues (delays, flight cancellations, etc.)
Mission 4: Assist the finance department with reconciliation of transport billings
- Keep Transport Manager updated on all ADM’s, ACM’s and other BSP requirements
- Keep track of write-offs
Sales Support
Mission 1: Support the Sales team
- Manage all modifications/cancellations in both Amadeus & NA (in-house booking system) – name change, date change, schedule change, flight change, upgrades
- Manage special requests that require assistance from a resort/department
- Make sure cancellation and modification fees are understood and respected as per T&Cs
- Assist on phones and during OBC campaigns if required
- Identify training needs for sales team and devise training plan
- Respect HR policies and processes designed for Transport & Sales Support functions
Mission 2: Ensure excellent sales fluidity
- Be responsible for keeping our customers informed and responding the same day or within 24 hours
- Manage RM fluidity issues when a booking is perhaps blocked or on a waiting list
- Manage GO/PR/Prize winner/RAV bookings
- Manage discounts
- Manage resort sentences
- Identify possible factors/issues that could block sales and ensure sales fluidity
- Manage account follow-ups
- Ensure that all requests, options, waitlists etc. are followed up and actioned
- Ensure correct procedures are followed and respected: Client details checked at time of booking, memberships managed correctly, manual requests are done within correct time frame, turnaround time is respected
Customer Care
Mission: Contribute and participate in crisis management situations (before departure, during stay and upon return)
- Reduce risks and measure the costs by respecting the customer complaints process
- Keep track of all cases
- Deal appropriately and professionally with any conflict or litigation situation and escalate matter when required
- Assist in crisis situations involving our clients (pre-departure, during their stay and/or upon their return)
- Pre-departure checks and welcome backs
Availability
Immediately
Salary
To be discussed during interview
Required Qualifications
Qualification:
- Minimum 4 years ticketing experience on Amadeus (ticketing, reissuing, fares etc)
- Good understanding of the airline industry
- Knowledge of BSP
- Excel
- Problem solver, pro-active, attention to detail, punctual, organized, assertive, ability to perform under pressure
Location
Gauteng
Fourways
General Details
Performance KPIs:
- Turnaround time in dealing with requests
- Attention to detail
- Ensuring sales fluidity
- Client oriented, good communication and written skills
Application details
Janene Britz
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