Job Title: Team Lead, Ticketing Officer
Location: Lekki, Lagos
Employment Type: Full-time
Position Overview
- As a Ticketing Officer Team Lead, you will be responsible for leading a team of ticketing officers in a travel agency or airline company.
- Your primary role will involve overseeing ticketing operations, ensuring accurate and efficient ticket issuance, and providing exceptional customer service.
- You will play a crucial part in managing the team’s performance, maintaining industry standards, and ensuring compliance with regulations and policies.
Responsibilities
Team Leadership:
- Supervise and lead a team of ticketing officers, providing guidance, support, and mentorship.
- Set performance goals, monitor individual and team performance, and provide regular feedback and coaching.
- Foster a positive and collaborative work environment, encouraging teamwork and professional development.
Ticketing Operations:
- Oversee ticketing operations, ensuring accurate and timely issuance of tickets for various travel segments (flights, trains, buses, etc.).
- Maintain an up-to-date knowledge of airline ticketing rules, fare structures, and industry regulations.
- Resolve complex ticketing issues, including rebooking, rerouting, and ticket exchanges/refunds.
Customer Service:
- Provide exceptional customer service to clients, addressing inquiries, resolving complaints, and ensuring customer satisfaction.
- Assist customers with booking changes, seat assignments, special requests, and other ticket-related services.
- Handle escalated customer issues and act as a point of contact for VIP clients or challenging situations.
Quality Assurance:
- Ensure adherence to industry standards, company policies, and regulatory requirements in ticketing operations.
- Conduct regular audits to verify ticketing accuracy and compliance, identifying and addressing any discrepancies or issues.
- Implement quality improvement initiatives to enhance the overall ticketing process and customer experience.
Training and Development:
- Train and onboard new ticketing officers, ensuring they are knowledgeable in ticketing procedures, systems, and customer service.
- Provide ongoing training and development opportunities to enhance the skills and knowledge of the team members.
- Stay updated with the latest industry trends, technology advancements, and ticketing system updates.
Reporting and Analysis:
- Prepare reports on ticketing activities, including ticket sales, revenue, and performance metrics.
- Analyze data to identify trends, patterns, and opportunities for process improvements and cost efficiencies.
- Provide regular reports and insights to management regarding ticketing operations and team performance.
Requirements
- Bachelor’s Degree in Hospitality Management, Tourism, Business Administration, or a related field (preferred).
- Must have 2-5 years experience.
- Proven experience in ticketing operations within a travel agency or airline company.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- In-depth knowledge of ticketing procedures, fare structures, and industry regulations.
- Proficiency in ticketing systems (e.g., Amadeus) and reservation platforms.
- Attention to detail and accuracy in ticketing processes.
- Customer-centric mindset and exceptional customer service skills.
- Ability to handle and resolve customer complaints or challenging situations.
- Familiarity with reporting and data analysis.
- Flexibility to work irregular hours, including weekends and holidays.
- Must reside in Lekki.
- 30 – 38 years.
Salary
N100,000 – N120,000 / Month.
Apply Now
Deadline: July 2, 2023