Agency Manager (Ticketing and Reservations) at Amy Consulting

Job Description
Our client is currently in need of an experienced Manager to lead the Ticketing team. He / she would be responsible for:

• Providing guidance and direction to ticketing team on flight reservations and issuance of tickets on Amadeus GDS; Reissue and Revalidation of tickets, issuance of EMD’s, Refund applications, Generation of travel insurance on BSP link and other related ticket issues.
• Advising clients on flight itineraries, air ticketing, hotel accommodation, land transfer and other travel-related issues.
• Liaising with airlines and approved agents to check all communications, negotiations and procurement requirements when required.
• Providing assistance clients with airport check-in points, embassy appointments, online check-in, seat allocation, boarding pass issuance etc. and attending to corporate clients' enquiries.
• Negotiating pricing and commissions with external stakeholders and partner travel companies.
• Managing correspondence to airlines, private and corporate clients and respond to mail correspondence.
• Handling complex customer complaints and ensure customer satisfaction.
• Training and monitoring ticketers to ensure high performance towards customer satisfaction, meeting of targets and increase in sales.
• Creating work schedule and timetables and allocating jobs.
• Managing accounts and meeting or exceeding targets relating to revenue growth and profit margin.
• Identifying incremental sales opportunities within a portfolio of customers.
• Building and maintaining strong relationships with both internal & external customers at all levels within an organization.
• Ensure client's retention by exceeding client expectations with every interaction.
• Ensuring all client account information is up to date.
• Ensuring effective and efficient debt recovery from clients.

Key Skills Needed:

• IATA Certification (desirable).
• 5 years (minimum) experience and proficiency in the use of Amadeus GDS.
• Previous leadership experience in ticketing.
• Ability to relate with internal and external stakeholders at various levels.
• Excellent communication skills.
• Attention to detail.
• Results oriented with regards to quality and productivity goals.
• Availability to work flexible hours as determined by business need.