Two Chicks With A Side Hustle

  • Handle the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.
  • Driving key partnerships and sale of preferred air and hotel partners
  • Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key efficiency metrics (for example call adherence and call service metrics
  • Use positive telephone service techniques; act on special customer requests and maintain excellent client relations.
  • Coach, develop and mentor more junior Ovation Specialized Travel Consultant colleagues in the team as needed.
  • Express passion and energy within the organization and always act according to company ethics, values, and compliance guidelines.

Additional Accountabilities

  • Investigates/action Ovation Specialized Travel Consultants reservations/PNR for ticketing, quality/accuracy, client critical issues or lowest fare (e.g., CSI, Going the Extra Mile “GEM”)

What We’re Looking For:

  • Detailed understanding of fares and ticketing rules, for car, air, hotel travel
  • Knowledge and experience of:
    • Air, rail, hotel, car booking
    • Calculating and Processing exchanges
    • High proficiency in Native Sabre GDS minimum 3+ years
  • Experience working in a high touch service environment where performance is measured
  • Background in Business (Corporate) Travel
  • Passion for Excellence in Client Service
  • Excellent Professional Communication – both written and verbal
  • Thorough – act with integrity, and deal sensitively with personal and confidential traveler information
  • Ability to research and resolve customer service and traveler issues independently and /or with supplier
  • Problem Solving, with a process improvement attitude
  • Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting, and adapting to change quickly and expertly
  • Ability to positively influence team and peers

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