Responsibilities

• Ensures that flight travel requests are fulfilled in accordance with the customer requirements stipulated in the Service Level Agreement (i.e. lowest possible fare, response time, number of options, booking details).
• Follows the company work procedures, guidelines, and standards in customer service, builds Passenger Name Records (PNR) and profiles, tickets, attendance, and accuracy of work to eliminate errors and avoid ADMs.
• Participates fully as a team member to assist as needed in completing client requests/requirements (e.g. extending help when there are on-leave TCs).
• Acts as account manager to the assigned client. Ensures that all requests are closed and handled accordingly – bookings should be any of the following: flown, rebooked, or cancelled to proper communication and monitoring. Regularly monitors the queue to ensure that any flight cancellations and disruptions are properly addressed.
• Ensures completen...