Ticketing Agent

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

Key Responsibilities

- Promote sales and customer activities under the guidance of the Supervisor or Manager, adhering to company policies and procedures. This includes selling 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 to promote the company’s products and services, aiming to achieve individual sales targets.
- Stay informed about updates, new products, and system changes introduced by the company to maintain comprehensive knowledge of available services.
- Maximize sales and profitability by offering ancillary products such as insurance, holiday packages, visas, and air rewards. Educate customers on ongoing promotions, campaigns, and special offers, referring them to specialized personnel when necessary.
- Establish and maintain contact with current and potential customers to recover or enhance sales, build trust, and strengthen the company’s reputation. Participate in outdoor promotions and sales blitz activities to boost 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, to keep them well-informed.
- 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.
- Strong communication skills in English and Urdu.
- Minimum of one year of counter ticketing sales experience in customer service, ideally within the travel, airline, or tourism sectors.
- Solid understanding of airline and travel products and services.
- Ability to assess customer issues and direct them appropriately.
- Effective communication skills to support sales and marketing efforts.
- Competence in handling difficult situations such as angry customers, complaints, and special requests with prompt problem-solving.
- Strong persuasive, negotiation, and problem-solving abilities.
- Capacity to work extended hours and perform well under pressure.

Preferred Qualifications and Benefits

- Additional qualifications or certifications in Aviation, IATA, or Tourism are considered advantageous.

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