Job Description
Purpose of the Position
- To provide information, advice and booking services directly to internal customers whilst delivering service excellence and positively promoting customer experience
- To ensure that the travel process from start to end is seamless and travellers receive the highest standard of advice and service at all times
- To create long-term mutually beneficial relationships with all internal and external customers and suppliers
- To offer the best travel options and pricing aligned to the Travel Policy and MultiChoice governance processes
Tasks
- Read, understand and adhere to all Service Level Agreements (SLAs) Travel Policies and MCG governance and regulations
- Provide quotes in accordance with agreed turnaround times and the company’s travel policy
- Provide quotes in standard quote format
- Provide rules for changes and cancellation of services
- Ensure that travel is booked in line with travel policy
- Ensure that required entries that are required for back office processing of financial documentation is adhered to at all times
- Ensure that customers are advised on all travel requirements for their bookings, i.e. passports, visas, health requirements, foreign exchange, travel insurance, car parking, care hire, accommodation, transfers, excursions and any other related services
- Ensure that bookings are processed to the highest standard including pre-seating, meals and any other special requirements
- Ensure that travel system queues are managed and cleared daily for effective management of changes and/or updates to travel bookings and that these changes are communicated to the customer
- All customer requests and queries must be attended to within the agreed SLA timeframes
- Ensure that travel approval and governance processes are adhered to at all times
- Ensure that all necessary travel documentation is processed and distributed to the relevant parties to ensure a seamless travel experience
- Ensure the travel team inserts and communicates the conditions of travel clearly
- Ensure that change requests are processed and revised travel documentation is issued and distributed to the customer
- Ensure that conditions of travel are clearly stated, communicated and also indicated on the itinerary
- Upload client purchase order/requisition documents into the relevant system
- Ensure that any pre-payment requests are communicated and actioned to ensure a seamless travel experience for the customer
- Ensure that all cancellations are processed in time to avoid any unnecessary cost to the organisation
- Ensure that refund requests are logged and processed for all air tickets
- Ensure that records are kept, progress on refunds are tracked and all refunds are processed back to the relevant cost centre
- Remain flexible to the wider business needs of the Company by rendering assistance for ad hoc projects and duties as required
- Take accountability of continuous personal development to ensure optimal productivity
- Ensure technical and product knowledge is updated regularly
- Update and gain destination and product knowledge by attending industry workshops
Availability
Immediately
Salary
Market Related
Required Qualifications
Qualification:
- Must have valid Global Distribution System (GDS) Certificate
- Formal Travel Industry Qualification (Certificate or Diploma)
Location
Gauteng
Randburg
General Details
Experience and skills
- Minimum of 4 years international consulting experience with a GDS
- Fully proficient with Ticketing on the GDS
- Experience with Travel Industry Voucher and Travel itinerary systems (e.g. QuickTrav, Procon, Travelsoft etc.)
- Understanding of ticketing and refund principals and all travel regulatory requirements (e.g. BSP and IATA/UFTAA)
- Excellent understanding of various elements of travel, including airline terms, international travel requirements, ticketing and fares, geography, destination and product knowledge
- Experience in setting up travel accounts
- Experience in handling travel financial administration and customer accounts
Technical Competencies
- Computer literate in MS Windows and MS Office
- Competent written and verbal communication skills
- Ability to multi-task, prioritise and work well under pressure
- Excellent time management, organizational, and follow-through skills
- Ability to respond quickly and accurately to requests for information
- Attention to detail and solutions orientated
- Ability to be resourceful and proactive in dealing with issues that may arise
Behavioural Competencies
- Relationship building - develops rapport with team and clients
- Shows commitment, reliable and responsible
- Exercises discretion and awareness of confidentiality
- Able to work independently
- Takes initiative
- Service orientated
- Self-motivated
- Contribute to a constructive and positive work environment
- Enthusiasm to assist colleagues
- Accountability
- Teamwork
- Interpersonal Support
- Perseverance
- Motivating
- Prioritisation
- Analytical Thinking
Application details
Nokwazi Mhlongo and Karen Simmons
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