Team Lead - Reservations & Ticketing

• Lead, manage and mentor a team of GDS reservations and ticketing agents, providing guidance, training, and support to ensure exceptional customer service.
• Oversee all aspects of ticketing operations using Global Distribution Systems (GDS), ensuring accuracy and compliance with industry standards.
• Monitor and manage ticketing queues to ensure accurate and timely processing of reservations, changes, cancellations, and refunds, while ensuring swift handling of customer inquiries and escalations to maintain exceptional customer satisfaction.
• Conduct regular audits of ticketing records and transactions to identify and rectify discrepancies.
• Implement and maintain quality assurance measures to ensure accurate and error-free ticketing transactions.
• Design and deliver comprehensive training programs for new and existing team members on GDS systems, industry regulations, and customer service best practices.
• Facilitate ongoing training to enhance team members' skills and keep them updated with the latest industry developments.
• Provide coaching, feedback, and regular performance evaluations to team members.
• Monitoring industry trends and technology advancements to implement best practices and process improvements.
• Identify opportunities to optimize and streamline ticketing processes to improve efficiency and customer satisfaction, while collaborating with cross-functional teams.

Qualifications

• Bachelor’s degree in business, Travel and Tourism, or a related field (Master’s degree will be a plus)
• Minimum 5+ years of experience in the travel industry, with at least 2 years in supervisory roles such as Assistant Manager/Team Leader, with a specialized focus on GDS reservations and ticketing operations
• Excellent knowledge of Global Distribution Systems (GDS) such as Galileo, Amadeus, and Sabre.
• Detailed knowledge of refund claims for all scenarios along with the management of ADM disputes and raising ACM to airlines and operating BSP IATA tool.
• Strong understanding of airline ticketing procedures, fare rules and industry regulations.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with team members, customers and stakeholders.
• Detail oriented mind-set with a commitment to maintaining high levels of accuracy.
• High energy and drive to work in a start-up environment.
• Should be ready to work for 6 days