* Serving as a brand ambassador to provide professional customer service to new and existing Travel Counsellors.
* Guiding Travel Counsellors in adopting innovative tools and workflows to enhance efficiency.
* Actively contributing to team discussions focused on process enhancements and operational improvements.
* Acting as the primary point of contact for in-house system-related queries.
* Supporting Travel Counsellors in securing complex and new scheduled flight bookings
* Managing and making intricate reservations with a keen eye for detail.
* Providing expert advice on airlines, routes, fare types, and fare rules.
* Ensuring the accurate and efficient issuance of published and consolidated tickets.
* Navigating minimum ground arrangements and ticket deadlines for negotiated ITX fares.
* Providing assistance with Galileo entries and technical support to GDS users.
* Handling PNR-related tasks, such as name corrections, seating arrangements, APIS updates, and managing ticket time limits in line with any airline remarks.
* Advising on airline schedule changes and proposing suitable alternatives.
* Recalculating and amending voluntary changes in accordance with fare rules.
* Utilising tools like Rapid Reprice (automated exchange)
* Reissuing tickets in the case of voluntary & involuntary changes.
* Building and issuing tickets for all fare types ,including group bookings.
* Managing cancellations, dividing passengers, and calculating airline refunds.
* Processing refunds via GDS and BSP Link while maintaining high accuracy standards.
* Investigating and disputing Airline Debit Memos (ADMs) promptly and professionally by understanding airline policies.
* Ensuring thorough and accurate file updates.