Ticketing Officer

About the job

Job SummaryThe Ticketing Officer is responsible for handling domestic and international flight reservations, ticket issuance, reissuance, cancellations, refunds, and related travel services. The role requires proficiency in Global Distribution Systems (GDS) and the ability to provide accurate and timely ticketing support while ensuring a high level of customer satisfaction.Key Responsibilities

• Handle domestic and international flight bookings through GDS platforms.
• Issue, reissue, cancel, and refund airline tickets as per airline policies.
• Assist customers with fare quotations, flight schedules, and travel-related information.
• Ensure accuracy in ticketing transactions and passenger details.
• Coordinate with airlines and suppliers regarding booking modifications and special requests.
• Monitor queue management and follow up on pending reservations.
• Resolve ticketing-related queries and provide timely support to customers and internal teams.
• Maintain proper records of bookings, cancellations, refunds, and reissues.
• Ensure compliance with airline rules, fare regulations, and company procedures.
• Support sales and operations teams in achieving customer service objectives.Qualifications & Experience
• Graduate in any discipline.
• Minimum 2-3 years of experience in airline ticketing or travel operations.
• Experience in handling both domestic and international ticketing is preferred.Mandatory Requirements
• Proficiency in GDS systems such as Amadeus, Galileo, Sabre.
• Strong knowledge of airline fare rules, ticketing procedures, refunds, and reissuance processes.
• Good understanding of international travel documentation requirements.Required Skills
• Excellent communication and customer service skills.
• Strong attention to detail and accuracy.
• Ability to work under pressure and manage multiple bookings simultaneously.
• Problem-solving and coordination skills.
• Proficiency in Microsoft Office applications.Key Performance Indicators (KPIs)
• Accuracy of ticket issuance and modifications.
• Timely closure of ticketing requests.
• Customer satisfaction and service quality.
• Compliance with airline and company procedures.
• Productivity and turnaround time for ticketing transactions.

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