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Ticketing Associate

Salary undisclosed

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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