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Daily Responsibilities
Describe the qualifications the staff must have in terms of skills and capabilities
Describe the prior working experience a candidate should have.
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
- 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.
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
- 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
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
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
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