Ticketing Agent

This role is responsible for efficiently managing daily sales and customer service operations within the assigned sales shop to meet established targets and objectives. The incumbent handles customer inquiries and complaints through appropriate channels to enhance the overall customer experience and ensure satisfaction. The position requires active promotion of the company’s products and services while maintaining a professional and positive image of the airline.

Key Responsibilities

- Promote sales and customer activities under the guidance of the Supervisor or Manager, adhering to company policies and procedures. This includes handling tickets, holiday packages, visas, insurance, car rentals, and related services.
- Process 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 as directed by the company to boost product and service sales, achieving individual sales targets.
- Stay updated on new products, services, and system enhancements introduced by the company to maintain comprehensive knowledge.
- Maximize sales and profitability by promoting ancillary services such as insurance, holiday packages, visas, and air rewards. Inform customers about current promotions, campaigns, and special offers, referring them to specialists when necessary.
- Establish and maintain contact with existing and potential customers to recover or increase sales, build trust, and enhance the company’s corporate image. Participate in outdoor promotions and sales campaigns.
- Respond promptly and effectively to customer inquiries and complaints received via visits, calls, or emails, ensuring a positive representation of the airline.
- Notify customers of any flight changes, including delays and cancellations, in a timely manner.
- Process and monitor visa applications and cancellations through proper channels, complying with 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 considered an advantage.
- 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 ability to understand customer issues and direct them appropriately.
- Effective communication skills to support sales and marketing efforts.
- Skilled in handling challenging situations such as angry customers, complaints, and special requests with prompt problem identification and resolution.
- Competent in recommending alternative solutions to customer problems.
- Demonstrated persuasive, negotiation, and problem-solving skills.
- Ability to work extended hours and perform well under pressure.

This position offers an opportunity to contribute directly to the company’s sales growth while delivering exceptional customer service in a dynamic travel environment.