Travel Consultant at Konga Online Shopping Limited

ROLE OVERVIEW

• The Travel Consultant is responsible for professionally managing client travel requests from enquiry to ticket issuance, providing expert travel advice, and ensuring successful sales closure. The role requires a strong balance of technical ticketing competence, client-facing communication, and consultative sales skills - guiding clients to the best travel solutions while ensuring timely ticket issuance, revenue generation, and high customer satisfaction.
• This role goes beyond basic travel agency functions and requires the ability to act as a trusted travel advisor, proactively offering value-driven options, managing airline rules, and closing sales efficiently.

KEY DUTIES

Flight Reservations & Ticket Issuance

• Handle domestic and international flight reservations using GDS and airline portals.
• Issue, reissue, cancel, and refund tickets in compliance with airline fare rules and policies.
• Accurately interpret fare rules, penalties, and ticket conditions before issuance.
• Ensure all issued tickets are error-free and aligned with client instructions.
• Manage special service requests (SSR), seat selection, meals, baggage, and airline preferences.

Client Consultation & Advisory

• Engage clients professionally to understand travel needs, preferences, and constraints.
• Advise clients on optimal routing, fare types, airline options, and travel dates.
• Proactively recommend better alternatives that offer value, flexibility, or cost savings.
• Educate clients on ticket conditions, change penalties, refundability, and baggage rules.
• Act as a reliable point of contact throughout the booking and travel process.

Sales Closure & Revenue Generation

• Actively convert flight enquiries into confirmed ticket sales.
• Apply consultative selling techniques to overcome objections and close bookings.
• Follow up on pending quotes and abandoned enquiries until closure.
• Upsell and cross-sell where appropriate (seat upgrades, baggage, insurance, add-ons).
• Ensure maximum conversion of assigned leads and repeat clients.

Relationship Management

• Build and maintain strong relationships with individual and corporate clients.
• Deliver prompt responses and maintain high service turnaround times.
• Handle client complaints, issues, and escalations professionally and efficiently.
• Retain clients through excellent service delivery and proactive engagement.

Reporting & Documentation

• Maintain accurate records of bookings, ticket issuance, and client transactions.
• Submit daily, weekly, and monthly performance and activity reports.
• Track issued tickets, pending bookings, cancellations, and refunds.
• Support finance and management teams with transaction details when required.

Compliance & Professional Standards

• Adhere strictly to airline, BSP, and company ticketing policies.
• Maintain confidentiality of client and company data.
• Stay updated on airline policies, route changes, fare rules, and industry trends.
• Represent the company professionally in all client interactions.

KNOWLEDGE/REQUIREMENTS

Technical Skills

• Strong knowledge of flight reservations and ticketing procedures.
• Proficiency in at least one GDS (Amadeus, Sabre, or Galileo preferred).
• Good understanding of airline fare rules, ticket classes, refunds, and reissues.
• Ability to work efficiently under time pressure and high enquiry volumes.

Sales & Client Skills

• Strong closing and negotiation skills.
• Consultative selling mindset (advisor, not order-taker).
• Excellent verbal and written communication skills.
• Ability to manage objections and convert enquiries to sales.
• Customer-centric attitude with attention to detail.

Behavioral Competencies

• Professionalism and integrity.
• Strong follow-through and accountability.
• Problem-solving mindset.
• Ability to multitask and prioritize effectively.
• Team-oriented with a strong sense of ownership.

QUALIFICATIONS

• Minimum of OND / HND / Bachelor’s Degree in any discipline.
• IATA Foundation or Consultant-level certification (e.g. IATA Travel & Tourism, Airline Ticketing & Reservations) is recommended
• Minimum of 2 years’ hands-on experience as a Travel Consultant in a travel management company (TMC), travel agency or Airline.