Lead Travel Advisor

Qualifications

• Bachelor’s degree plus 2 years Sales experience.
  

OR

• Diploma in a business-related field plus 4 years Sales experience.
  
• IATA/UFTAA Diploma/Intermediate to advance Airline fares and ticketing.
  
• Minimum of 2 years of experience in Fares and ticketing.
  
• Demonstrated product and market knowledge.
  
• Superior team leadership, team working and co-operation skills with the ability to drive change management.
  
• Good communication, negotiation and presentation skills
  
• Ability to handle pressure and difficult situations with resilience, calmly and effectively.
  
• Must be a person of unquestionable integrity.
  

Customer Service

• Offer exemplary service to improve customer satisfaction and retention.
  
• Foresee office functionality and customer comfort by liaising with IS and Maintenance & property to keep Air conditioning, lighting, and computers fully functional at all times.
  
• Request all Special service SSR and follow up for actions to ensure seamless service to our customers e.g special meals, wheelchairs, advance seat request.
  
• Empathize with customers who have been misconnected, denied boarding, delayed flights by rerouting, rebooking as per approved procedures.
  
• Strive to resolve any customer complaints and escalate to Customer Relation and follow up feedback.
  
• Be a role model in providing professional customer care to our customers.
  
• Correctly communicate KQ products, schedules & fares so as to maximize on sales and meet set revenue targets within the shops/outlets while observing good CRS practices to reduce on costs.
  

Ticketing

• Responsible for the team ticket issuance in the outlet by observing all approved tariff schedule and fares to maximize on revenue and reduce on unnecessary billing by other carriers.
  
• Ensure passenger ticket-correct booking class and seasonality and correct names per passport.
  
• Offer and facilitate Special Service Requests
  
• Seamless Servicing for Direct Corporates and Groups requests
  
• EMD, VOID and Refunds reporting and facilitation of Partner Tickets
  

Reports

• Prepare and produce weekly/monthly sales reports to measure sales performance and account for all activities relating to IS,RM ,Security, Safety and Maintenance,
  
• Produce and reconcile daily sales report and sign off.
  
• For Direct Corporate produce statistical information on weekly basis to assist in evaluating the efficiency of the team and to inform on service improvements.
  

Sales

• Create and Maintain Customer PROFILE data to assist in distribution of our special promotion fares to maximize on sales.
  
• Promote on-line processes (online booking, payment and check in ) to maximize sales
  
• Generate ancillary revenue through sell of KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seats
  
• Promote KQ value add products as applicable.
  
• Servicing all Loyalty program members (Flying Blue, Kool Flyers) to increase sales
  
• Promote KQ Holidays
  

Safety

• Uphold safety and security standards for the office to safeguard company resources.
  
• Risk Management: Responsibility on card acceptance policy
  

Planning & Administration

• Prepare and administer the shift/leave roster for optimal utilization of staff and resources
  
• Ensure all administrative matters in office are handled as per KQ policy and regulations (Office equipment maintenance, valid licenses, cost cutting cleanliness, uphold KQ brand image) for business continuity.
  
• Enhance correct CRS usage and queue management to reduce cost.
  
• Conduct staff appraisals as per KQ’s policy to measure staff performance
  
• Undertake induction, training, and development of new and existing team members.
  
• Provide Coaching to each staff within the team and updated feedback from both parties.
  
• Maintain daily opening/closing approved timings for the office while allocating resources appropriately.
  
• Ensure all staff have the systems / tools/ stationery required for them to perform their duties.
  
• Identify ideal Processes and Procedures for Sales office Activities to assist in Agent training and implementation of the same
  
• Perform any other duty as maybe assigned
  
• Sustain standards in the outlets.