Travel Agency Services Advisor

2 weeks ago

Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
Duties & Responsibilities:

- Handling travel agent inquiries to troubleshoot booking errors and issues regarding e-ticketed reservations
- Second escalation contact for call centre and interline teams. Handling travel agent inquiries regarding Porter products and services
- Provide high level of technical guidance and support for travel agent e-ticketed reservations, escalating to revenue management or GDS, as required
- Handling high level, manual e-ticket fare calculations, where required
- Provide support for Customer Relations, Corporate Security and Executive office to assist with file review, response and exceptions
- Provide support to Porter’s internal and external sales audit provider with ADM inquiries and escalations
- Provide support and guidance to agents using Porter’s Travel Agency Portal
- Maintains strict adherence to Porter Code of Ethics and Business Conduct
- Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
- Any other duties as requested by the Manager, Distribution

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- Minimum 3 years of travel industry experience
- Previous travel agency operations or airline experience in a sales support role is essential
- Demonstrated skills and understanding of GDS, fares and airline industry technical programs
- BSP, ARC ticketing knowledge is essential
- Knowledge of Navitaire Airline reservation systems is desirable
- Must be customer service driven with a passion for sales
- Excellent interpersonal and communication skills
- A team player and willing work flexible hours when required
- Strong work ethic and a positive can-do attitude
- Knowledge of both corporate on-line booking tools and consumer self-serve tools
- Superior customer service and relationship management skills
- Excellent organizational skills and attention to detail
- Superior written and verbal communication skills
- Knowledge of MS-Office products including Outlook, Excel, Word and PowerPoint
- Bilingualism (English/French) is an asset

Company Description:

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