Senior Travel Operations Specialist - Operations OneTeam

Senior Travel Operations Specialist
- Operations One Team

• Senior Travel Operations Specialist
  - Operations One Team

Our Group Operations Division is looking for Senior Travel Operations Specialist for the Customer Support Team, which is known as One Team! (These roles are planned to be based in Gardens, Cape Town (South Africa))

The Senior Travel Operations Specialist is responsible for delivering exceptional end-to-end travel support and operational excellence across multiple customer communication channels. The role serves as a subject matter expert in complex ticketing, amendments, schedule changes, refunds, reissues, and airline policies, ensuring seamless customer experiences while minimising operational and financial risk. As a senior member of the Operations team, the incumbent acts as a trusted advisor to customers, colleagues, and airline partners, leveraging advanced Amadeus expertise, NDC knowledge, and industry best practices to resolve complex travel scenarios efficiently and accurately.

• Deliver professional and efficient customer support via Voice, Email, Whats App, and other approved communication channels.
• Resolve customer enquiries at the first point of contact wherever possible.
• Manage customer expectations through proactive communication and case ownership.
• Provide accurate travel advice and guidance relating to bookings, changes, cancellations, refunds, and airline policies.

• Liaise directly with airlines, consolidators, and suppliers to negotiate the best possible outcomes for customers.
• Escalate and manage complex travel disruptions, schedule changes, and irregular operations.
• Ensure customer issues are resolved within agreed service standards.

• Consistently achieve and exceed quality assurance standards and customer satisfaction targets.
• Deliver service aligned with company brand values and customer experience objectives.

• Process and manage complex domestic and international reservations.
• Execute ticket reissues, exchanges, refunds, voids, cancellations, split PNRs, and schedule change management.
• Interpret and apply fare rules accurately across multiple airlines and fare types.
• Manage NDC and GDS bookings in accordance with airline and company requirements.
• Monitor and action operational queues within defined service level agreements (SLAs).
• Prioritise urgent customer cases and operational escalations.
• Ensure no customer request remains unattended beyond agreed turnaround times.
• Process payments and fare recalculations accurately.
• Ensure ticketing and reissue calculations are correct and compliant with airline requirements.
• Minimise debit memo exposure through accurate fare construction and ticketing practices.

• Maintain comprehensive knowledge of airline fare rules, policies, procedures, and industry regulations.
• Apply domestic and international airline policies accurately.
• Ensure compliance with company operational procedures and quality standards.

• Identify and mitigate potential Agency Debit Memo (ADM) risk"s.
• Investigate and resolve ticketing discrepancies proactively.
• Support operational initiatives aimed at reducing financial losses and errors.

• Adhere to internal controls, audit requirements, and operational standards.
• Maintain accurate records of customer interactions and booking activity.
• Escalate risks and operational concerns appropriately.
• Support onboarding and training initiatives where required.
• Contribute to process improvements and operational efficiencies.
• Stay informed of industry developments, airline updates, technology enhancements,…