Travel Operations Support Specialist

Love travel, solving problems and making things work seamlessly behind the scenes?

We’re looking for a Travel Operational Support Specialist to join our team and become a go-to expert across travel servicing, ticketing, booking fulfilment and online travel support.

You’ll provide expert operational support across both Travel Support and Online Support, helping to ensure a seamless experience for our members and internal stakeholders.

The role will serve as a central point of expertise for complex travel servicing, ticketing, booking fulfilment, online platform support and operational troubleshooting. Working across GDS, NDC, supplier systems and digital booking platforms, you’ll be responsible for resolving travel-related issues, managing complex servicing requests, supporting revenue integrity and ensuring operational processes are followed consistently.

You’ll also play a key role in identifying and resolving online booking issues, supporting platform adoption, improving operational efficiencies, maintaining service continuity and contributing to process and system enhancements.

Through effective collaboration with internal teams, suppliers and technology partners, you’ll help deliver a premium member experience across both traditional and digital travel channels.

• Provide expert support for travel bookings, amendments, cancellations, reissues, refunds, schedule changes, and confirmations across flights, hotels, car hire, and other travel products.
• Manage complex ticketing, fulfilment, and servicing activities using Amadeus GDS, NDC channels, BSP Link, Farelogix, BA NDC, eGlobal, and other approved travel systems.
• Support Travel Lifestyle Managers and internal stakeholders with operational queries, fare validations, Premium ticket quality checks, booking fulfilment, and escalation management.
• Prepare bespoke travel solutions for Centurion Travelling requests, quotations, and staff travel bookings while ensuring accuracy, compliance, and service excellence.
• Maintain accurate traveller profiles, loyalty programme information, travel records, and operational documentation across all systems.
• Serve as the primary point of expertise for online booking support, resolving booking failures, payment issues, fulfilment discrepancies, platform-related queries, and operational escalations.
• Member communications would be via email, telephone and web chat.
• Investigate, troubleshoot, and resolve issues across booking platforms, supplier systems, CRM tools, and travel technology solutions, ensuring timely communication and resolution.
• Manage ADM and ACM investigations, refunds, reconciliations, and travel-related financial administration while safeguarding revenue integrity and compliance with supplier agreements.
• Liaise with suppliers, technology partners, finance teams, and internal stakeholders to ensure seamless service delivery, operational continuity, and effective issue resolution.
• Contribute to operational excellence through reporting, risk identification, service quality monitoring, process improvement initiatives, system enhancements, and continuous improvement activities that enhance the member and colleague experience

• Shift-based role: This position operates across early and late shifts, including public holidays, with 2 permanent shift patterns available:
  Sunday–Thursday or Tuesday–Saturday. Shift times vary between 6:00am and 11:00pm SAST.
• Shift allowance: We offer a 20% shift allowance for hours worked from 6:00pm onwards, and a 50% shift allowance for Sunday shifts.

• Minimum 5 years experience as a fares specialist and/or ticketing travel agent.
• Strong GDS knowledge (Amadeus preferred) includes reissues, refunds, and fare…