We believe that demonstrating behaviour consistent with our brand values is integral to the success of STA as a business.
Our values are displayed through embracing new experiences, collaborating with like-minded people, recognising and respecting individuality, sharing expertise, and demonstrating responsibility.
Role purpose :
The purpose of this position is to assist and complete various tasks within the operations team. This includes all ticketing requirements for our passengers, ticket refunds on both BSP and SATA tickets plus all ancillary products.
The Loading of all airline contracts in a timely fashion, answering any air and land queries either by phone or email. Carry out quality checking of our customer’s bookings.
Centrally fulfil our customer’s bookings and documentation and the accurate reporting of all sales, refunds and exchanges to our accounts department.
This role also involves providing support and assistance to different branches around the world. This role is based on 24 / 7 support.
Key Accountabilities and Responsibilities :
Issue and Reissue all passenger tickets for either BSP, Published or our internal SATA tickets ensuring issued within given airline deadlines
Issue any Miscellaneous documents for hotel or airline payments
Actively assist in any automation developments across all processes
Load airline contracts into our internal selling platform to ensure speed to market
Ensure any air and land loading is completed in a timely fashion
Ensure that accuracy is paramount on all processes that operations carry out.
To complete refund transactions on all required airline documents, insurance products and land products according to agreed timeframes
To support and assist on all refunds and BSP related queries / problems from our branches
Complete all passenger payment refunds back to original method of payment using in-house systems
To liaise with all airlines regarding any queries including refunds, clarification on airline contracts rules within given SLA
Ensure quality checking is carried out on various aspects on the booking cycle within the agreed SLA
Answer any air or land queries that come into the team either via email or phone are responded within agreed SLA
Ensure that any land product is booked and confirmed in our in house system, this will be either email or phone to external suppliers.
Ensure that all bookings are fulfilled centrally and accurately
To assist in the reconciliation of our monthly BSP billings looking at any overpayments and areas of discrepancies to ensure that all payments balance against our in-house legacy system
Ensure all airline contracts are registered utilising the automated airline contact logger
Assist with all passenger queries via both email and phone for all date and route queries whilst overseas
To review all ADM’s and dispute if necessary within given industry SLA’s
Responsible for the running of all relevant reports and for distribution to key members of the business