Sales and Customer Services Agent – Air Botswana

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.