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About Flight Centre Travel Group

Flight Centre Travel Group is one of the world’s largest travel companies with over 12,000 employees globally - who we call ‘Flighties’. With over thirty brands under our family tree and headquarters in more than twenty countries, our roles are diverse and our opportunities are endless. When, we say we’re a great place to work, we have the proof to back it up. Over the past 12 years we’ve been voted a ‘Great Place to Work’ including one of the Best Workplaces for Wellbeing and Best Workplaces for Women. Together, we live and breathe our number one philosophy, our people, and turn up each day driven by our purpose to open up the world for those who want to see. Put simply, we’re a bunch of travel lovers looking for more travel lovers to join our family.

Duties & Resposibilities

1. Customer Service – 

• Understand, Coach and Deliver the Envoyage one best way practices.
• Build and maintain relationships with our customers to ensure that we are supporting them through their Envoyage journey
• Provide quick turnaround times to Salesforce queries/tickets
• Ensure that the after-hours process is seamless and that you are providing world class assistance in the event of an emergency.
• Adaptable and versatile thinker, problem solver
• Excellent communication skills, both written and verbal

1. Product Expertise -

• In depth knowledge of the Amadeus GDS system including ticketing, re-issues and refunds.
• Assist or deliver training/coaching where required to ensure a seamless process
• Assisting Members with limited to no GDS knowledge to create bookings and assist with Air Quotes
• In-depth understanding of company internal systems and support teams to offer triage support or personally direct enquiries to the correct channels ensuring quick resolution to consultant problems.

1. Systems and Processes -

• Follow one best way blueprint to mitigate risk and  strict adherence to all financial minimum standard protocols
• Knowledge and understanding of Protas
• Knowledge and understanding of Thomalex and TP Connects
• Continuous development on all platforms and system set up within the business and able to identify and offer solutions to business risks (self and through business development)
• A basic understanding of Helio, E-Global Fares, and Salesforce is an advantage

Experience:

• SA citizen
• 2 years’ minimum experience in advanced air fares, sales and ticketing on Amadeus
• Travel experience advantageous
• Proven track record in customer experience

What's in it for you

• Exclusive Travel Discounts: As part of Flight Centre Travel Group, you gain access to exclusive industry rates and discounts through our in-house travel team.
• Career Development: With Flight Centre Travel Group’s global presence, spanning 30+ brands in over 20 countries, you’ll have clear career pathways and the resources you need to achieve your professional goals, including training and support.
• Vibrant Culture & industry-renowned social events: Experience our fun, industry-renowned culture with exciting social events such as monthly awards nights, global conferences, end-of-financial-year balls, and more.
• Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
• Financial Wellbeing Support: Access expert financial services, including mortgage advice, regulated financial guidance, and money coaching to help you manage your finances.
• And Much More: Enjoy a range of additional benefits, including company-matched charitable donations, an excellent pension scheme, share options and a variety of salary sacrifice benefits.

Our number one philosophy is Our people. Flight Centre Travel Group's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which reflects the diversity of our society.