Vacancies in an Online Travel Agency

Responsibilities

• ·         Support and provide superior service  to customers via phones, e-mails and faxes as a receiver and caller
• ·         Use questioning and listening skills that support effective telephone communication.
• ·         Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• ·         Understand the impact of attitude in handling calls professionally
• ·         Effectively deal with job stress, angry callers, and upset customers
• ·         Use the most appropriate way to communicate with different behaviour types on the telephone.
• ·         Apply the elements of building positive rapport with different types of customers over the phone.
• ·         Apply the proper telephone etiquette to satisfy various customer situations.
• ·         Apply appropriate actions to effectively control a telephone call.
• ·         Identify voice skills and how to enhance a good telephone presentation.
• ·         Meets commitments to customers
• ·         Other duties as assigned.

Expectation/Qualification

• ·         Good proficiency and navigation skills around a PC - including the internet
• ·         Excellent keyboard skills - as they usually have to input data into a system
• ·         Good telephone manner with a clear speaking voice - as most of the work will be done over the telephone
• ·         Good communication skills and the ability to build rapport with the customer
• ·         Ability to work well in a team
• ·         A good first degree or its equivalent in any discipline
• ·         Certificate in Amadeus
• ·         Ability to use Amadeus GDS application proficiently is MANDATORY
• ·         Possession of 1-2 years working experience in an IATA recognised travel agency
• ·         Good written and oral communication skills

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Job Purpose
The position of administrative assistant consists of being responsible for providing administrative and clerical services in order to ensure effective and efficient operations.

Responsibilities

•     Sort and distribute incoming mail to areas and staff within the organization and dispatch outgoing mail
•     Write business letters, reports or office memoranda using word processing programmes
•     Answer telephone enquiries from customers, attend to visitors and assist other staff in the organization with their enquiries
•     Operate a range of office machines such as photocopiers, computers and faxes
•     File papers and documents
•     Other duties as outlined by Line Manager

Qualification and Experience:

• ·         Minimum of B.Sc. Degree 
• ·         1-2 years relevant work experience in the same role
• ·         Previous Customer Service experience
• ·         Excellent Communications skills

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Reports to: Chief Strategy Officer

Job summary
The individual will work in a cross-border role and have daily interconnection with stakeholders. The individual will serve as advisor to the Company and cross functional business owners when making investment and capital budgeting decisions. He/She must be able to understand and communicate the economics of making different business decisions as well as the risks associated with the different alternatives. The individual will also be responsible for budgeting, forecasting, tracking actuals related to projects and make sound financial decisions with appropriate understanding of benefits, costs and risk. He/She will be responsible for facilitating decisions that lead to the judicious use of the company’s investment fund. Strong candidates will need to understand strategy and valuation as well as be able to provide guidance relevant stakeholders. Prospective candidate need to be able to effectively and proactively share this expertise with business partners in wide ranging roles in the organization.

Responsibilities

•     Strong understanding and ability to quantify the implications of business strategies
•     Maintaining g high level relationship with Financial Institutions
•     Expert understanding of analytic tools as well as a strong ability to explain them in meaningful business terms to partners who do not have financial backgrounds
•     Independently lead and drive complex analytic work that results in large investment decisions
•     Work with business partners to understand the economic and accounting implications of their proposed projects as well as helping to guide them to decisions that maximize project risk/return profile
•     Has some experience with higher level methods like sensitivity analysis, break even analysis and understanding business risk.
•     Actively seeks resolution of issues, understanding their causes, and follows through to ensure results are achieved.
•     Provide business partners and management with actual-to-plan variance analyses, working with business partners to identify causes and possible resolution of variances.
•     Prepare reporting to demonstrate project actual-to-plan

Qualification and Experience:

•     8 -10 years work experience in Strategic Banking or Consulting Firm
•     Strong understanding of accounting concepts.
•     Strong financial acumen, with expertise in valuation of business projects and a solid foundation of accounting skills.

Expectations/Skills

•     Excellent interpersonal, communication, innovative, analysis, organization, problem solving and presentation skills
•     Must be a team player and possess the ability to influence others and move toward a common vision or goal
•     Ability to work independently on multiple tasks simultaneously in a fast paced, deadline driven environment

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Job Summary
The Call Centre Manager (CCM) will be responsible for the daily running and management of the call centre through the effective use of resources. The individual will be responsible for meeting, setting customer service targets as well as planning areas of improvement or development. The Call Centre Manager will ensure that calls are answered by staff within agreed time scales and in an appropriate manner.

The Call Centre Manager will coordinate and motivate call centre staff and may also manage staff recruitment. This person will liaises with other departments such as HR and IT.

Responsibilities

• ·         Setting and meeting performance targets for speed, efficiency, sales and quality;
• ·         Managing the daily running of the call centre;
• ·         Liaising with supervisors, team leaders, and ticketers to gather information and resolve issues;
• ·         Maintaining up-to-date knowledge of industry developments and involvement in networks;
• ·         Monitoring random calls to improve quality, minimise errors and track operative performance;
• ·         Coordinating staff recruitment for Call Centre and liaising with HR Unit on staff planning
• ·         Reviewing the performance of staff, identifying training needs and planning training sessions;
• ·         Recording statistics, user rates and the performance levels of the centre and preparing reports;
• ·         Handling the most complex customer complaints or enquiries;
• ·         Organising staffing, including shift patterns and the number of staff required to meet demand;
• ·         Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
• ·         Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
• ·         Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.

Qualification and Experience:

• ·         First degree in any Social Sciences or Business Management course
• ·         Minimum 3 - 4 relevant post NYSC working experience and must be able to work without supervision
• ·         Ability to use the Amadeus GDS is an added advantage
• ·         Prior experience in the TELCO industry (MTN, GLO or Etisalat) is a must have

Expectations/Skills

• ·         financial planning and budget management
• ·         people management
• ·         strong communication – verbal, presentational and written
• ·         business analysis
• ·         business management
• ·         relationship management
• ·         organisational skills
• ·         leadership and motivational skills

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Job Purpose
The individual will be responsible for building business by identifying and selling prospects, maintaining relationships with clients.

Responsibilities

•     Booking and selling competitive travel packages to suit the holiday needs of the client
•     Identify business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.
•     Coordinate the Company’s Affiliate programme
•     Sell products by establishing contact and developing relationships with prospects; recommending solutions.
•     Maintain relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.
•     Identify product improvements or new products by remaining current on industry trends, market activities, and competitors.
•     Prepare reports by collecting, analyzing, and summarizing information.
•     Maintain quality service by establishing and enforcing organization standards.
•     Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
•     Contribute to team effort by accomplishing related results as needed

Qualification and Experience:

• ·         Prior sales experience is mandatory
• ·         Motivation for sales
• ·         Prior work experience in a Travel Agency
• ·         Excellent customer relationship
• ·         Good communication skills and the ability to build rapport with the customer
• ·         Strong communication – verbal, presentational and written
• ·         Knowledge about hotels, travel destinations etc.
• ·         Good First degree

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Job Purpose
The individual will ensure that established procedures and quality standards of the Company is met and monitors these against agreed targets.

Responsibilities

•     Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
•     Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
•     Produce a daily/ weekly Quality assessment report
•     Capture performance management indices from Call Centre and other staff of the company
•     Identify outliers (those whose performance are far below the standard) and recommend them for training
•     Organize mystery shopping for the organization’s travel centers and capture reports
•     Identify training needs based on result of continuous quality monitoring
•     Keep a library of good, average and poor calls/ e-mails and live chats

Qualification and Experience:

• ·         Minimum of B.Sc. Degree 
• ·         2-3 years relevant work experience as a Quality Assurance  Specialist in the Telecommunications/Aviation industry
• ·         Previous Customer Service experience
• ·         Excellent Communications skills
• ·         Strong sales and persuasive skills

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Job Summary
The individual will work closely with Human Resources Unit (Head Office) to drive the achievement of the Unit and overall Company’s objectives through the implementation of the Human Resources Strategy, policies and programmes.

Responsibilities

Recruitment and Selection

• ·         Review and edit job descriptions based on communications and inputs of line managers
• ·         Responsible for manpower planning and identifying the hiring needs yearly
• ·         Work with the information technology department in ensuring career opportunities are posted and updated on company’s website.
• ·         Responsible for designing recruitment and selection policies and manuals as well as training managers on these.
• ·         Obtain hiring needs from line managers and is involved in the selection and decision making process.
• ·         Liaise with consulting firms and recruitment agencies in outsourcing key HR functions.
• ·         Design and coordinates induction process to integrate new staff into the work place.
• ·         Prepare offer letters, carry out reference checks, manage confirmation of new hires.

Compensation and Benefits

• ·         Monitor and review the company’s salary and benefits structure to ensure a balance between control of costs and attracting/retaining staff.
• ·         Conduct annual salary surveys, implement and annually update compensation program.
• ·         Gather and analyze market data to measure the competitiveness of the Board’s compensation and benefits package, and make recommendations as appropriate.
• ·         Provide timely and appropriate staff information to Finance department for salary review and administration
• ·         Advise management on PAYE, pension, welfare and insurance schemes.

Employee Relations

• ·         Issue letters of employment to new members of staff and collate their relevant details for filing.
• ·         Maintain current records of all staff details with respect to personal information, salary and benefits such as welfare, Group Life Insurance, Pension, medicals etc.
• ·         Coordinate disciplinary and grievance procedures, working with the Legal department where necessary
• ·         Conduct exit interviews when necessary.
• ·         Manage working conditions, disciplinary and grievance procedures, equal opportunities, redundancies and employee leave schedule.
• ·       Formulate and implement sound, current and innovative HR policies in line with labour laws and business objectives. Ensures they are communicated to employees and implemented company wide.

Training and Development

• ·         Develop and maintain relationships with external training bodies, examination bodies and recruitment consultants.
• ·         Design new staff training programmes and update existing ones.
• ·         In consultation with line managers, follow up individual development needs and source external training provision as and when required, monitoring training costs against budget.
• ·         Work with heads of departments to design appropriate training and development programmes for staff in the various departments.
• ·         Organize in house learning and development programmes for appropriate staff on a regular basis and ensure full attendance of both trainees and facilitators.
• ·         Review developmental plans with heads of departments and creates training plan for the year

Performance Management

• ·         Ensure an effective performance management is in place which is tied to the business strategy.
• ·         Train managers and employees on the use of the performance management system
• ·         Coordinate the performance evaluation, collates results and arranges review with managers.
• ·         Prepare and presents reports to management team

Others Key Functions

•     Responsible for the achievement of the department goals and financial objectives and reports progress to the board of directors.
•     Prepare HR budget and makes presentation to defend it.

Experience/Qualification

• ·         Bachelor’s degree in Industrial Relations and Personal Management, Law or Social Sciences
• ·         Minimum of 3 years working experience in Human Resources
• ·         Masters degree in Human Resources or MBA is an added advantage
• ·         Qualified CIPD/SHRM or registered member is compulsory
• ·         Knowledgeable on HR procedures and policies
• ·         Knowledgeable on the application of Ghanian labour laws

Skills/Expectation

• ·         Deciding and initiating action
• ·         Leading and supervising
• ·         Working with people
• ·         Adhering to principles and values
• ·         Persuading and influencing
• ·         Presenting and communicating information
• ·         Analyzing
• ·         Writing and Reporting
• ·         Applying expertise and technology
• ·         Formulating strategies and concepts
• ·         Planning and organizing
• .         Delivering results and meeting customer expectations

Responsibilities:

Department: Human Resources

Reports to: MD

Work Relationships: HR Unit, Lagos Head Office

Job Summary

The individual will work closely with Human Resources Unit (Head Office) to drive the achievement of the Unit and overall Company’s objectives through the implementation of the Human Resources Strategy, policies and programmes.

Responsibilities