Travel Agency Manager at Terawork

Job Summary

• We are looking for an experienced, and passionate Travel Agency Manager to join our team. As a Travel Agency Manager, you will be responsible for overseeing the daily operations of the travel agency, ensuring excellent customer service, maximising sales and managing the Ticketing/Tours, Digital Marketing, Educational/Visa and Administrative Units in our organisation. The role requires leadership, strategic planning, and the ability to manage both staff and client relationships effectively.

Job Description:

• To Oversee Operations in the following units listed below

Ticketing/Tours

• Ensuring handling/managing of all enquiries on ticket requests as they come in via email and phone
• Ensuring we receive or acquire all necessary details used to fare requests from the customer
• Ensuring follow-ups and sending questionnaires to customers on request, confirming his/her preferred airline, flight time, and waiting hours before proceeding with the request
• Ensuring response time to enquiries
• Ensuring response time on complaints
• Ensuring resolution time for complaints – 24hrs
• Ensuring customer is given feedback twice within 24hrs on complaints not yet resolved
• Ensuring customer is profiled correctly by requesting travel history, documents, preferred seat/class of travel/protocol
• Ensuring customer complaints is escalated to the superior officer before proffering a solution 
• Ensuring that when providing itinerary for clients, options must be cheaper than the original request
• Ensuring no errors while making bookings or reserving flight tickets
• Ensuring no losses while making bookings or reserving flight tickets
• Ensuring reports are sent as at when due
• Ensuring customer database is updated as at when due 
• Ensuring ticket sales are duly recorded after issuance

Educational/Visa

• Ensuring and report on research schools and their admission requirements (10 schools/month)
• Ensuring and follow-up on trending or latest news on immigration policies
• Ensuring and following up with prospective clients weekly
• Ensuring and report on assistance with visa and admission applications as at when due
• Ensure to give detailed advice to prospective clients on the financial implications of their request
• Ensuring handling of tourist and business visa applications for current and new clients
• Ensuring and follow-up with tourist and business visa applications to a successful end 
• Ensuring weekly reports of schools researched and summary of information gathered
• Ensuring weekly meetings to inform staff of the latest news/immigration policies

Digital Marketing

• Ensure and collate weekly reports on content posted on social media + Reels
• Ensure and report on activities/engagements on social media
• Ensure and report on website management activities
• Maintain an effective process for customer feedback on social media handles
• Facilitate and ensure that content is geared at boosting brand awareness
• Creating and Ensuring work structure and processes are efficiently adhered to by all Units
• Report on the benefits of using paid ads to reach people within the target segments
• Ensuring email marketing

Administrative

• Manage agency budgets, expenses, and financial reporting.
• Ensure compliance with IATA regulations and company policies.
• Review and approve invoices and payments
• Ensure and report level of order and system in maintaining files and workspace
• Ensure and report employee satisfaction with administrative support.
• Ensure and report due payment on all agencies

Educational Qualification

• Degree holder / HND qualification.
• Minimum of 10 years of experience
• Amadeus/Galileo Certification
• IATA Certification

Skills:

• Visa Processing skills
• Interpersonal Communication
• Problem-solving and critical thinking
• Leadership skills
• Managing a team efficiently
• Entrepreneurship skills
• Ability to work under pressure and meet deadlines.
• Proficiency in MS Office