Complex Air Agent

Goway Manila

Aug 24

Applications are closed

Job
Full-time
Mid Level
Customer Relations
Sales & Business Development
Manila

Requirements

Knowledge of Travelbox reservation system is a plus
Understand how to fare construct using net, published, and private fares within GAW, GDS, and TBX
Working knowledge of Amadeus
Strong understanding of airline contracts
Previous experience working with call centre phone systems
Strong customer service skills
Strong knowledge of airline routings
World geography
Strong sales and closing abilities

Responsibilities

To ensure all quotes are properly entered into the TBX reservation system, with all notes advising rules of ticketing deadline, changes and cancelation penalties.
To ensure all Queues (GDS and Internal TBX are checked and cleared daily. (Etc. Schedule changes, cancelled flights and HX segments)
To ensure all PNR’s or TBX files have been properly remarked with action or information notes (Etc. When you speak with an agent remark the file (GDS/TBX))
All quotes and bookings are followed up same day with a phone to ensure agent has received information.
All quotes are followed up to ensure the sales is closed (See company follow-up policy)
Agents/clients are asked at time of booking for any seat, meals, reward, and frequency miles numbers.
Errors on fares in either GDS or TBX are immediately reported to your Team lead or manager
You are properly logged into your phone for your entire shift time (Etc. Available status is set)
All calls are handled with the up most professional care. No calls are to be transferred to voicemail only warm transfers, plus all bookings are handled with the same care as if they were your own.
All requests are taken care of same day. (Quotes, changes, and complainants)
Invoices, commission refunds, E-tickets are sent out same day ticket has been issued or full payment has been made on file.
All script notes for re-issues, new tickets and refunds are properly filled out before queuing to ticketing.
Yearly and month sales targets are hit.
Route specific assignment will be assigned to ensure we are competitive and up to date.
All booking (fares) is verified before accepting payments.
All Credit card payments and check payments are verified to ensure details are correct before issuing.
We are open from 9am to 9pm (Mon to Fri) and 10am to 6pm (Sat); you may be required to work later shifts from time to time. Everyone will be required to work a Saturday shift twice a month.
Expected to attend onsite and offsite training seminars.

FAQs

What is the main responsibility of a Complex Air Agent at Goway Travel?

The main responsibility is to ensure accurate air reservations and quotes for travel agencies in North America, including managing PNRs, following up on quotes, and handling booking inquiries professionally.

Which reservation systems should a Complex Air Agent be familiar with?

A Complex Air Agent should have knowledge of Travelbox (TBX) reservation system, as well as Amadeus and general GDS (Global Distribution System) usage.

Are there specific sales targets required for this position?

Yes, the Complex Air Agent is expected to hit yearly and monthly sales targets.

What is the work schedule like for this position?

The work schedule is from 9am to 9pm (Monday to Friday) and 10am to 6pm (Saturday), with occasional requirements to work later shifts and a Saturday shift twice a month.

Do I need previous experience in the travel industry for this role?

While previous experience in the travel industry is beneficial, strong customer service skills and the ability to learn are also important.

What type of training will be provided for a Complex Air Agent?

Complex Air Agents are expected to attend both onsite and offsite training seminars to help develop their skills and knowledge in the travel industry.

What skills are essential for success in this role?

Essential skills include strong customer service, sales and closing abilities, knowledge of airline routings, understanding airline contracts, and familiarity with world geography.

Is it necessary to have knowledge of fare construction?

Yes, understanding how to fare construct using net, published, and private fares is an important requirement for this position.

How is customer service handled in this role?

All calls must be handled professionally, ensuring that no calls are transferred to voicemail without a warm transfer, and all requests are followed up on the same day.

Are there any specific requirements regarding payment processing?

Yes, all credit card and check payments must be verified for accuracy before issuing tickets or confirmations.

Goway Manila

One Team, One Goal

Travel & Leisure

Industry

201-500

Employees

1970

Founded Year

Mission & Purpose

Getting away as a tourist is great. Getting away as a Globetrotter is life-changing! Since 1970, Goway Travel has been inspiring travellers to look beyond the tourist path, helping them discover exciting destinations and become Globetrotters. From an Australian outback adventure to a safari in the shadow of Kilimanjaro to hiking the Inca Trail, Goway remains committed to creating enriching travel experiences. From its origins promoting European Camping Tours from a small apartment, Goway has grown to become a leader in travel experiences covering Australia, New Zealand, Asia, Africa, the Middle East and Latin America, along with idyllic islands around the world. That global reach has turned into a global presence, with offices in Toronto, Vancouver, Los Angeles and Sydney, employing over 250 travel experts. Goway offers a broad range of travel experiences from fully escorted trips to independent journeys, to active, small-group adventures that hark back to the company’s roots. Goway complements its travel arrangements with the best flight deals and travel insurance, to keep the journey safe, affordable and hassle free. Constantly evolving to keep ahead in one of the world’s most dynamic industries, Goway remains privately owned, offering the utmost professionalism, with a personal touch that keeps Globetrotters returning again and again, ready for their next adventure!