Ticketing Agent

This role is responsible for driving daily sales and customer service activities within the designated sales shop to meet established targets and objectives. The incumbent will efficiently manage customer inquiries and complaints by directing them through the appropriate channels, ensuring a positive customer experience and high satisfaction levels. The position involves promoting a variety of travel-related products and services, processing bookings and reservations, and maintaining up-to-date knowledge of company offerings.

Key Responsibilities

- Promote sales and customer engagement activities under the supervision of the Manager or Supervisor, adhering to company policies and procedures. This includes selling tickets, holiday packages, visas, insurance, car rentals, and related services.
- Handle reservations, travel bookings, and modifications for walk-in customers, phone inquiries, and agents. Issue tickets and finalize travel arrangements using the company’s system.
- Apply cross-selling techniques to promote additional products and services, aiming to meet or exceed individual sales targets.
- Stay informed about new products, services, and system updates introduced by the company to maintain comprehensive knowledge and provide accurate information to customers.
- Maximize sales and profitability by offering ancillary services such as insurance, holiday packages, visas, and air rewards. Inform customers about ongoing promotions, campaigns, and special offers, referring them to specialists when necessary.
- Establish and maintain contact with existing and potential customers to boost sales, build trust, and enhance the company’s reputation. Participate in outdoor promotional events and sales campaigns to increase brand visibility.
- Respond promptly and effectively to customer inquiries and complaints received via visits, calls, or emails, ensuring the airline’s positive image is upheld.
- Notify customers of any flight changes, including delays or cancellations, and manage communications accordingly.
- Process and monitor visa applications and cancellations through the appropriate channels, following airline policies and procedures.

Required Qualifications

- Bachelor’s degree or equivalent, preferably in Tourism or Management.
- Proficiency in Microsoft Office applications including Word, Excel, and PowerPoint.
- Good command of English and Urdu languages.

Preferred Qualifications and Experience

- Additional certifications or training in Aviation, IATA, or Tourism are advantageous.
- Minimum of one year of experience in counter ticketing sales within the customer service industry, ideally in travel, airline, or tourism sectors.
- Sound knowledge of airline and travel products and services.
- Strong communication skills to effectively build sales and marketing strategies.
- Ability to understand customer issues and direct them appropriately.
- Skilled in handling difficult situations such as angry customers, complaints, and special requests with prompt and effective solutions.
- Competent in recommending alternative solutions to customer problems.
- Demonstrated persuasive, negotiation, and problem-solving abilities.
- Capacity to work extended hours and perform well under pressure.

This position offers the opportunity to develop a career in the travel and airline industry while contributing to customer satisfaction and company growth through effective sales and service delivery.