Ticketing Associate

Daily Responsibilities

• Handle flight quotations, bookings, ticket issuance, refunds, and exchanges for Scenic Crew members.
• Manage communication channels, including emails, web messages, hotline, and chat.
• Process transactions using both proprietary and third-party systems.
• Participate in virtual meetings, huddles, and other online gatherings.
• Manage internal voice calls, either receiving or making them.
• Update data, generate reports, and compile relevant information.
• Provide feedback to identify and suggest process improvements.
• Calculate travel-related costs such as flights, upgrades, and add-ons using Sabre.
• Offer specialized advice and support to other internal teams.
• Prioritize tasks across multiple queues and systems using Sabre GDS.
• Conduct quality checks on work, either personally or for other team members, before finalization.
• Adapt quickly to changing tasks and schedules based on business requirements.
  
  

Qualifications

Describe the qualifications the staff must have in terms of skills and capabilities

• Excellent communication skills in English - written and spoken
• Ability to adapt communication to different countries/cultures
• Numerate/experience with spreadsheets - ability to complete calculations and translate time across time zones
• Experience with different proprietary web applications and MS Office Suite
• Sabre GDS experience (native/command driven)
• Good general geographic knowledge
  
  

Competencies/Personality Traits

• Multitasking across multiple systems, processes and markets during the course of a day
• Curious to ask questions, understand processes thoroughly and learn more
• Resilient to change
• Persistent with tasks that may be difficult at first
• Attention to detail and pride in their work
• Sense of urgency with time sensitive tasks
• Interest in the world around us
• Resourceful - use the resources available to work effectively and independently
• Autonomous - ability to make reasoned decisions when an answer or support is not immediately available
• Problem solving
• Calm under pressure/ability to deal with emergency situations
  
  

Prior Experience

Describe the prior working experience a candidate should have.

• Customer service
• Contact Centre or Processing Centre
• Dealing with high-net-worth customers, who have English as their first language
• Travel industry and/or luxury brand preferred, specifically experience with flights booking / global distribution systems such as Sabre
  
  

Performance Measurement

How can we measure performance for this job profile (KPIs/Metrics/Targets)

Attendance

Punctuality/Adherence

Tasks actioned e.g. calls taken, emails responded to, tickets issued/re-issued, refunds processed, problems solved

Quality/Accuracy

Customer satisfaction

Compliance