Ticket Agent

Job Summary

We are seeking a detail-oriented and customer-focused Ticketing Agent to join our dynamic team. In this role, you will be the frontline representative for our clients, assisting them with booking, issuing, and managing their travel tickets and arrangements. The ideal candidate will provide exceptional customer service, handle inquiries efficiently, and ensure all transactions adhere to company policies and industry regulations.

Key Responsibilities

• Process and issue tickets for domestic and international flights, trains, and other transportation services using Global Distribution Systems (GDS) such as Sabre, Amadeus, or Galileo.
• Assist customers with new bookings, modifications, cancellations, and refund requests, ensuring accuracy and adherence to complex fare rules and airline policies.
• Provide detailed information to clients regarding travel itineraries, flight schedules, baggage allowances, and visa/passport requirements.
• Promote and cross-sell ancillary products such as travel insurance, holiday packages, car rentals, and hotel accommodations to maximize sales and profitability.
• Handle customer inquiries and complaints in a professional, calm, and empathetic manner, striving to resolve issues efficiently and effectively.
• Manage customer interactions through various channels, including phone, email, and in-person visits.
• Maintain accurate records of all customer interactions and transactions within our CRM and booking systems.
• Stay updated on all new products, promotions, and system updates introduced by the company and travel suppliers.
• Process payments securely using cash, credit card terminals, and other accepted methods.

Qualifications and Skills

• High school diploma or equivalent required; additional certification in Travel & Tourism (e.g., IATA certification) is a plus.
• Proven experience in a customer service or sales role, preferably within the travel, airline, or hospitality industry.
• Proficiency in using a major GDS (Global Distribution System) is highly desirable.
• Excellent communication skills, both verbal and written, with a professional and friendly demeanor.
• Strong attention to detail and organizational skills to manage multiple bookings and itineraries accurately.
• Exceptional problem-solving abilities and the capacity to work effectively under pressure in a fast-paced environment.
• Basic computer literacy, including proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work flexible hours, which may include evenings, weekends, and holidays, as required by business needs.
• A passion for travel and a commitment to delivering outstanding customer experiences.