Senior Ticketing Specialist Job at Internova Travel Group
Overview:
Ensures that established performance metrics and service levels are met. Support Nexion objectives for agent satisfaction, retention and account profitability objectives as measured by key performance indicators and department goals. This is a work at home position.
The schedule for this position is Wednesday through Sunday 10a – 730p CST. Responsibilities:
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Ensures that established performance metrics and service levels are met. Support Nexion objectives for agent satisfaction, retention and account profitability objectives as measured by key performance indicators and department goals. This is a work at home position.
The schedule for this position is Wednesday through Sunday 10a – 730p CST.
- Perform day to day ticketing functions in four GDS' working from emails, queues and phone calls supporting Nexion customers for both general ticketing and group ticketing.
- Perform to an accuracy of 99% or higher when ticketing transactions.
- Maintain quality in complex exchanges, voids and refunds in four GDS'
- Handles exception ticketing, customer calls, queue management and emails in a call center environment
- Ability to work a varied schedule including Weekends. Wed - Sun
- Good skills balancing cash sales when dealing with group ticketing.
- Ability to keep good records and files to ensure mandated ticketing dates.
- Building Relationships
- Build relationships with external clients by participating in discussions and proactively suggesting solutions for the resolution of client issues as needed
- Encourage a cooperative and harmonious working climate conducive to maximum employee morale and productivity
- Productivity & Efficiency
- Makes suggestions for best methods and implementation for reducing cost, increasing revenue opportunities and improving overall profitability across the production area of the company
- Identify and implement opportunities to increase automated quality control processes to enable auto-ticketing and reduce exposure to fraud
- Ability to complete group ticketing in a timely manner to ensure validity of fares
- Responsible for supporting the operational recommendations to achieve customer service and call quality measurements
- Business and operational acumen
- Perform other duties and responsibilities as required, assigned or requested, including special projects
- Strong knowledge and experience in operational procedures and metrics as well as an understanding of customer service relationships
- Minimum 5 years’ multi-GDS ticketing experience preferred (Sabre, Worldspan, Amadeus, Apollo)
- Proficient in ticketing in at least one GDS system with ability to learn all other GDS
- Positive attitude with a drive for personal and business success.
- Understanding of airline group policies and procedures.
- Good business verbal, presentation and written communications skills.
- Experience in customer service and operational standards
- Understanding of the travel agency business
- Remain calm and steady under pressure
- Ability to handle multiple transactions simultaneously
- Strong team player
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