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Air Agent
Serefin. 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
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive knowledge of ticketing and the travel sector, with proficiency in Amadeus GDS systems and Microsoft Office. Capable of managing customer interactions, processing ticket requests, and adhering to SLA targets while maintaining compliance with company policies.
Highest-signal resume keywords
Amadeus GDS SystemsTICO CertificationTicketing KnowledgeCustomer Service SkillsSLA Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket IssuingBooking ChangesTravel Document PreparationBSP Document HandlingARC Document Handling
Soft Skills
Strong Communication SkillsDetail-OrientedSelf-MotivatingTeam CollaborationFast Learner
Tools & Technologies
Microsoft OfficeWordExcelOutlook
Certifications & Qualifications
TICO CertificationOPC Certification
Industry Keywords
Travel IndustryAirline ContractsTravel RestrictionsItinerary ManagementCustomer Expectations
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Minimum 3 years working in the travel industry
- Extensive knowledge of ticketing
- Excellent knowledge of Amadeus GDS systems
- TICO certification required; if based in Quebec, OPC certification is also required
- Proficiency with Microsoft Office / Word / Excel / Outlook
- Ability to handle reissuing BSP and ARC documents
- An independent, fast learner who works well within a team environment
- Strong written and verbal communication skills
- Proficiency in French is an asset but not required
- Responsible for meeting SLA targets
- Self-motivating, focused and detail-oriented
- Exceptional knowledge in every facet of the travel sector
- Must successfully complete initial training before handling internal client interactions
- Must attend ongoing training and educational sessions
- Varied rotating shifts, Monday to Friday, 7 am to 6 pm PST, comprising 40 hours per week
- Rotational Saturdays may be required