Job description
Earn while you learn with our award winning training team
An exciting opportunity to join our flights department based in our head office in Sunderland.
In this role, you will be responsible for providing a professional and expert service for any scheduled flight query as well as being part of a successful and friendly team who customises and provides flight itineraries to our customers. You will learn product knowledge and learn to provide excellent customer service to organise air travel arrangements via Galileo GDS. You will deal directly with our own agents, providing a support function to all our sales division who rely on our flights department.
Key Responsibilities
1. Work on Galileo GDS system to create tailor-made flight itineraries via calls, and emails
2. Display excellent airline product knowledge
3. Offer expertise, advice and knowledge to our customers regarding airlines and routings.
4. Pricing and confirming airline air passes and Round the World alliance tickets.
5. Ensure our customers have a “one stop” solution with their enquiries
6. Ensure airline ticket deadline are adhered to in accordance with airline contracts and fare rules
7. Action all aspects of amendments when requested accurately prior to tickets being issued.
8. Support our customers with system support and guidance
9. Dealing directly with the airlines if a problem arises to achieve a preferred outcome.
10. Ensure the Customer Excellence process and procedures are followed at all times.
Competencies Required
11. A good team player
12. Good organisational skills with the ability to prioritise own workload
13. A clear and effective communicator with the ability to liaise with internal and external customers
14. Ability to build relationships with customers, providing exceptional customer service at all times
15. Analytical and problem solving skills
16. Ability to work as part of a team in a dynamic and vibrant department
17. Strong team player who is supportive and strives for success for themselves and their team
18. An enthusiastic and positive approach to learning and progressing within the company
Technical Skills Required
19. Basic knowledge of computer systems Microsoft Word and Excel with the ability to utilise its key functionalities
20. Strong attention to detail and accuracy skills
21. File management skills
22. Web Navigation Skills
Qualifications/Experience required
23. English & Maths grade 4 or above
General
24. To be committed and dedicated to completing the customer service Apprenticeship programme within the 12 month timescale, attending all relevant training workshops
25. To undertake any other duties that may fall into the job criteria
26. To conform with all company policies and procedures including Health and Safety
27. To treat all employees, customer and suppliers with dignity and respect