Travel Agency Services Advisor

3 days ago

Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
Reporting to the Team Lead, Advisor Support within the contact center, this critical to quality role has the responsibility for assisting Porter’s travel agency partners. The primary responsibility is to manage incoming travel agency inquiries and coach Agency Support
the needs of the customers are fulfilled.

Duties & Responsibilities:

- Coaches and guides Agency Support Advocates to successfully resolve inbound call inquiries from travel agents regarding products and services.
- Handle travel agent inquiries to troubleshoot booking errors and issues on GDS/e-ticketed reservations
- Second escalation contact for contact centre and interline teams.
- 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 PNR/Eticket history review and support for highly escalated ADM disputes from the Sales and/or Revenue Accounting team.
- 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 Team Lead, Advisor support

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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