Travel Reservations Supervisor / Ticketing Supervisor

Company Description

With offices in Israel, Germany, Portugal, South Africa and Belgium, this company is changing how people buy holidays. They have partnered with some of the most innovative global brands, and  are building the world’s leading AI enabled tour operator platform, which allows travellers to customise their holiday experience and break free of the traditional restrictions of static pre-packaged holidays.  

Job Description

We're looking for an experienced Ticketing Supervisor with advanced customer service experience, people management and problem solving skills, strong analytical background, high level of GDS knowledge and of course the ability to communicate effectively with customers, team members and other partners.
The Ticketing Supervisor is responsible for overseeing the daily tasks of the Ticketing team, focused on new bookings and Schedule changes. This role includes communicating customer service objectives to Travel Agents, compiling data to make assessments of their team’s progress and coordinating with upper management to find ways to enhance the customer service objectives among employees.
Position reports to the Frontline Senior Manager, Head of Operations.

Responsibilities
● Promote excellent performance by leading the team and supervising the daily
operations of the department
● Organize and inspire the team to work towards common goals, while establishing an
environment of trust and empowerment to help them maximize their efficiency &
productivity
● Ensure high quality services is offered
● Clearly set & communicate targets and use data to monitor & measure the team’s
performance
● Develop, implement new or improve existing business policies/processes to improve
the services offered
● Anticipate and manage risk and attend employee issues
● Ensure clarity around priorities and goals based on the organization's objectives
● Identify, develop and hire new talent
● Investigate and handle escalated, complex cases to ensure proper resolution
● Communicate with the upper management & deal with difficult stakeholders

Qualifications

• At least 4 years of similar working experience in a fast-paced customer support environment
• Excellent interpersonal and leadership skills
• Fluent/Native level in English
• A Bachelor’s degree (preferably in Tourism/ Business Administration or any quantitative subject) would be considered as a plus
• Experience working with demanding targets and tight deadlines
• Results-driven approach to problem-solving
• Process-oriented analytical thinking with the ability to extract information from data
• Location in Capetown (South Africa)
• High level of GDS knowledge (Amedeus mandatory requirement)
• Self-motivated, tactful, creative and strategic thinker.

Additional Information

Benefits

• The opportunity to work in a highly paced environment
• Hybrid employment model
• Excellent salary
• Bonus performance scheme.