Sales and Customer Services Agent – Air Botswana

March 27, 2023

Job Description

Reference Number: SCS0002

The Sales and Customer Service Agents provides professional reservations and ticketing service to all customers and travel businesses either through telephone calls or face-to-face in order to deliver excellent customer experience and to achieve budgeted revenue targets.

He/She ensures that passengers’ details match the information on travel documents and handles customer issues regarding flight operations and automated check-in systems. To maintain a safe working environment, he complies with all safety and/or security standards and reports safety and/or security breaches to officers and supervisors. The position aids with preparation of customer documentation. In the case of complex customer requests, he/she escalates them to senior officers.


Principal Responsibilities and Accountabilities (Key Performance Areas)

  • Making and confirming reservations for passengers with proper recognition of VIPs, CIPs and FQTV members
  • Assisting mishandled passengers to reduce passenger complaints;
  • Issuing tickets quoting correct fares to reduce passenger complaints and debit notes;
  • Briefing assigned flights to remove duplicate bookings, non-ticketed passengers with expired ticket time limits and notifying Space Control of partially confirmed passengers to minimise no-shows;
  • Handling all system generated queues properly and taking the necessary actions required;
  • Assisting travel agents and other distribution partners with seat confirmations, upgrade / downgrade requests as per company policy;
  • Answering enquires made by travel agencies or other airlines and travel partners.

Minimum Education required

  • A recognised Diploma in Tourism, Business Administration, Commerce, Sales and Marketing or equivalent.
  • A Degree in related field will be an added advantage.

Minimum Experience required

  • At least two years (2) post qualification experience of which at least one year should have been in a similar role or related field.
  • Airline/Aviation experience will be an added advantage

Required Competencies (Technical and Behavioural)

  • Airline Distribution Channel Strategies
  • Airline Marketing
  • Business Development
  • Airline Operations Management
  • Call Centre Management
  • Crisis Communication and Media Management
  • Customer and Passenger Handling and Care
  • Customer Relationship Management
  • Standard Operating Procedures Development
  • Planning and Organising
  • Commercial Awareness
  • Communication
  • Process Improvement & Optimisation
  • Regulatory Compliance
  • Business Insights & Leadership
  • Service Orientation
  • Creativity and Innovation
  • Problem Solving
  • Drive for Results (Pursuing Success)
  • Manages Complexity (Solution Analysis)
  • Directs Work (Plans & Aligns)
  • Collaborative Influence

Closing Date: 4th April 2023.

All Applications should be Online. The Airline shall only respond correspond to Shortlisted Candidates.