• Application Deadline: Sun, 2 Jul 2023 00:00:00 GMT
• Position: Ticketing Officer Team Lead


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 5 years


• Location Lagos


• Job Field Travels & Tours 
  


• Salary Range ₦100,000 - ₦150,000/month
  

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).


• 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.


• Only candidate who resides on the Island are encouraged to apply and will be considered.

NOTE: AGE 30 - 38 years.