Ticketing Officer Team Lead at Aspom Travel Agency

Position Overview:

As a Ticketing Officer Team Lead, you will be responsible for leading a team of ticketing officers in a travel agency or airline company. Your primary role will involve overseeing ticketing operations, ensuring accurate and efficient ticket issuance, and providing exceptional customer service. You will play a crucial part in managing the team's performance, maintaining industry standards, and ensuring compliance with regulations and policies.

Responsibilities:

Team Leadership:

• Supervise and lead a team of ticketing officers, providing guidance, support, and mentorship.
• Set performance goals, monitor individual and team performance, and provide regular feedback and coaching.
• Foster a positive and collaborative work environment, encouraging teamwork and professional development.

Ticketing Operations:

• Oversee ticketing operations, ensuring accurate and timely issuance of tickets for various travel segments (flights, trains, buses, etc.).
• Maintain an up-to-date knowledge of airline ticketing rules, fare structures, and industry regulations.
• Resolve complex ticketing issues, including rebooking, rerouting, and ticket exchanges/refunds.

Customer Service:

• Provide exceptional customer service to clients, addressing inquiries, resolving complaints, and ensuring customer satisfaction.
• Assist customers with booking changes, seat assignments, special requests, and other ticket-related services.
• Handle escalated customer issues and act as a point of contact for VIP clients or challenging situations.

Quality Assurance:

• Ensure adherence to industry standards, company policies, and regulatory requirements in ticketing operations.
• Conduct regular audits to verify ticketing accuracy and compliance, identifying and addressing any discrepancies or issues.
• Implement quality improvement initiatives to enhance the overall ticketing process and customer experience.

Training and Development:

• Train and onboard new ticketing officers, ensuring they are knowledgeable in ticketing procedures, systems, and customer service.
• Provide ongoing training and development opportunities to enhance the skills and knowledge of the team members.
• Stay updated with the latest industry trends, technology advancements, and ticketing system updates.

Reporting and Analysis:

• Prepare reports on ticketing activities, including ticket sales, revenue, and performance metrics.
• Analyze data to identify trends, patterns, and opportunities for process improvements and cost efficiencies.
• Provide regular reports and insights to management regarding ticketing operations and team performance.

Requirements:

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field (preferred).
• Proven experience in ticketing operations within a travel agency or airline company.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• In-depth knowledge of ticketing procedures, fare structures, and industry regulations.
• Proficiency in ticketing systems (e.g., Amadeus) and reservation platforms.
• Attention to detail and accuracy in ticketing processes.
• Customer-centric mindset and exceptional customer service skills.
• Ability to handle and resolve customer complaints or challenging situations.
• Familiarity with reporting and data analysis.
• Flexibility to work irregular hours, including weekends and holidays.
• Only candidate who resides on the Island are encouraged to apply and will be considered.

NOTE: AGE 30 - 38 years.