Travel Agency Services Advisor

1 month ago

Toronto, Canada Porter Airlines Full time

Job Summary

Reporting to the Manager, Distribution, 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 requests and offer the highest level of support and service. The Travel Agency Services Advisor will remain professional, courteous and helpful at all times. The successful candidate will require a strong understanding of the dynamics of the travel industry related to travel agency operations, is an e-ticketing SME, with high-level of skill in interpreting GDS bookings to ensure the needs of the customers are fulfilled. Duties & Responsibilities Support the Sales, Distribution and call center teams by managing incoming emails and being the point of contact for travel agencies 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 Handling travel agent inquiries regarding Porter policies and procedures interpretation and application, including IROP/SKED, Name Correction and duplicate reservations 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

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