Job Description

Position Title: Ticketing & Reservations Agent

Reporting: Head of Operational Resources

Function: Operations

JOB PURPOSE: The Ticketing & Reservations Agent position will be responsible for all domestic and international flight bookings, arrangement of accommodation, transportation, and communication with the individual. Ensuring compliance with company travel policies and cost efficiency.

Key Accountabilities :

• Handle all aspects of employee travel arrangements, including flights, accommodations, ground transportation, and any necessary travel documentation.
• Coordinate domestic and international flight bookings to employees ensuring accuracy and timely processing.
• Issue, reissue, and cancel tickets through GDS platforms (e.g., Amadeus, Sabre, Galileo) as per employee requests and travel guidelines.
• Ensure all travel arrangements align with company policy, cost limits, and preferred vendors.
• Assist employees with inquiries, changes, and cancellations to their reservations, offering solutions and alternatives as required.
• Provide accurate fare quotes and route options based on traveller needs.
• Maintain up-to-date travel records and support travel reporting needs.
• Liaise with airlines and travel vendors to resolve ticketing issues, disputes, or delays.
• Offer prompt and professional support to employees via phone, email, or internal ticketing systems.
• Work closely with finance and admin teams to manage invoicing, reconciliations, and documentation.
• Flexibility to in shifts and as per roster duty that may fall as night shift, on a weekend or Holidays.

Policies, Processes, Systems & Procedures :

• Adhere to all relevant organisational and departmental policies, processes, standard operating procedures, and instructions so that work is carried out to the required standard and in a consistent manner.
• Compliance to Corporate Information and Security Policies and Procedures.

Health, Safety, Security and Environment :

• Adhere to all relevant health, safety, security and environmental procedures, instructions, and controls so that the safety of employees and environmental compliance can be guaranteed.

Related Assignments :

• Perform any other duties which the organization may require to be carried out.

COMMUNICATION & WORKING RELATIONSHIPS:

Internal: Needs to work closely with P&C, PCM, Planning Manager and Resource Director

External:Travel agencies, logistic partners, and various hotels

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• High school diploma or equivalent; a degree or certification in Travel & Tourism or related field is preferred.
• IATA Certification in Travel & Tourism.

Desired Characteristics:

• 0–2 years of experience in travel ticketing, preferably in a corporate or TMC (Travel Management Company) environment.
• Excellent communication skills and a customer-service mindset.
• Familiarity with at least one GDS (Amadeus, Galileo, Sabre, etc.).
• Strong team player attitude; maintain flexibility within the changing business priorities and able to operate independently.
• Strong organizational skills.
• Ability to manage multiple priorities/tasks simultaneously and work well under pressure, in a fast-paced environment.
• Must have the ability to troubleshoot.
• Must have the ability to take the initiative in identifying shortfalls and creating solutions to improve or avoid problem areas.
• Must be able to learn and adapt as circumstances change.