Serefin

Agent

• Monitor GDS queues
• Attend to airline ticket requirements, including issuing or exchanging tickets and processing full or partial refunds
• Handle booking changes and resolve failed bookings
• Supply internal clients with travel-document details, travel restrictions, rules, guidelines, and destination travel and safety tips
• Provide information on tours and hotels
• Prepare air itineraries using preferred airline suppliers
• Work directly with customers to understand and fulfill their needs
• Process ticket requests and execute related documentation
• Manage schedule changes to prevent itinerary disruption
• Maintain current knowledge of airline contracts with preferred suppliers
• Manage internal queues and processes, prioritizing according to sales and booking season
• Issue confirmations and invoices
• Meet SLAs for call pick-up times, sales conversions, and customer expectations
• Comply with company policies and procedures, including IT security, vacation, and privacy policies
• Complete mandatory OH&S, data privacy, security, and other required training
• Perform other duties requested to improve workflow

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Air Agent