Travel Agent Call Centre Consultant

SUMMARY:
The Travel Agent Call Centre Consultant is responsible for assisting customers with travel bookings, including flights, accommodations, car rentals, and holiday packages. The consultant provides excellent customer service, ensures seamless travel arrangements, and meets sales and performance targets in a fast-paced call centre environment.

POSITION INFO:
JOB TITLE: Travel Agent Call Centre Consultant
AREA: Southdowns, Centurion
INDUSTRY: Travel and Leisure
Salary / CTC: R 15 000 highly negotiable (depending on current earnings, qualifications and experience)
Report to: Director
Type: Permanent

Key Responsibilities:
 
Customer Service & Sales:

• Handle inbound and outbound calls, emails, and chats related to travel inquiries and bookings.
• Provide professional and courteous assistance to customers regarding travel options, pricing, and availability.
• Offer expert advice on travel destinations, visa requirements, and travel insurance.
• Convert inquiries into confirmed bookings by effectively promoting services and special offers.
• Ensure a smooth booking process, including reservations, ticketing, and itinerary planning.

• Use booking systems (e.g., Galileo, Amadeus, Sabre) to process flights, hotels, and other travel services.
• Issue and reissue tickets, manage cancellations, amendments, and refunds as per airline policies.
• Keep accurate records of bookings, payments, and customer details in the system.
• Follow up with customers regarding changes, confirmations, or any travel-related concerns.

• Assist customers with travel disruptions, cancellations, or emergency rebooking’s.
• Stay updated on airline regulations, visa policies, and travel requirements.
• Ensure compliance with company policies, airline regulations, and customer service standards.

• Work closely with team members to achieve sales targets and maintain service levels.
• Participate in training sessions to stay updated on industry trends and new travel products.
• Maintain a high level of professionalism and efficiency in handling customer queries.

• Matric (Grade 12) or equivalent qualification.
• A tertiary qualification in Travel & Tourism (preferred).
• 1–3 years of experience in a travel agency, call centre, or customer service role.
• Experience with GDS systems (e.g., Galileo, Amadeus, Sabre) is a strong advantage.

• Strong customer service and sales skills.
• Excellent verbal and written communication skills.
• Ability to multitask in a fast-paced environment.
• Attention to detail and accuracy in booking processes.
• Problem-solving skills and ability to handle difficult situations.
• Computer literacy and proficiency in Microsoft Office.

• Willingness to work flexible shifts, including weekends and public holidays.
• Passion for travel and knowledge of global destinations.