| Job Purpose |
To generate revenue for Etihad from the sale of new tickets and the collection of fees related to itinerary changes
Provide optimal customer satisfaction to guests purchasing tickets through ticketing office activities
Ensure up to date on all policies and procedures are applied accordingly
Support sales and airport operations team and contribute with other departments to surpass the annual revenue targets
Provide consistency of service and coordination
Deliver outstanding customer service to guests, travel agents and colleagues
|
| Responsibilities |
Efficiently handle guests and their queries, achieve personal targets and contribute to the overall team revenue, yield and volume targets.
Comply with all Etihad reservation policies and procedures and standards of guest service (i.e. handling guest problems, answering telephone enquiries within 3 rings, pre-flight checks, timeliness, grooming, courtesy etc).
Attend to guest problems, escalating to higher levels as required.
Keep self up to date on product, service, policies and procedures.
Correctly log, stock, and store all ticket stocks and properly stock and display all materials.
In a state of flight disruption, liaise with all involved (guests and colleagues alike) in a positive manner and maintain revenue and guest satisfaction requirements.
Handle queues, PTA issues, TODs and re-issues in a timely manner |
| Requirements |
Qualifications and Education:
University Degree Preferred
Experience:
Prefer 5 years airline or other related industry experience
Previous team leadership in a service-related environment
Knowledge of Etihad reservation and expertise in reservations and ticketing. GDS competences, including ability to book, read and interpret PNR history
Airline advanced passenger tariff and pricing course
Recognized IATA course related to rules and regulation of airline restrictions
Strong communication and interpersonal skills a must
Knowledge:
Thorough understanding of travel document accounting procedures
Good written and communication skills
Flent in English and Arabic
Ability to work under pressure, to short lead times and on own initiative
Good PC skills include Word, Excel, Internet
Outstanding customer service & interpersonal skills
|
Click here to apply for this job