Travel Agency Services Advisor

Job Summary:
Reporting to the Team Lead, Advisor Support within the contact center, this critical to quality role has the responsibility for assisting Porter’s travel agency partners. The primary responsibility is to manage incoming travel agency inquiries and coach Agency Support Advocates while offering the highest level of support and service. The Travel Agency Services Advisor will remain professional, courteous and helpful at all times. The successful candidate will require a strong understanding of the dynamics of the travel industry related to travel agency operations, is an e-ticketing SME, with high-level of skill in interpreting GDS bookings to ensure the needs of the customers are fulfilled.

Duties & Responsibilities:

• Support the Sales, Distribution and contact center teams by managing incoming emails and being the point of contact for travel agencies.
• Coaches and guides Agency Support Advocates to successfully resolve inbound call inquiries from travel agents regarding products and services.
• Handle travel agent inquiries to troubleshoot booking errors and issues on GDS/e-ticketed reservations.
• Second escalation contact for contact centre and interline teams.
• Handles travel agent inquiries regarding Porter policies and procedures interpretation and application, including IROP/SKED, Name Correction and duplicate reservations.
• Provide high level of technical guidance and support for travel agent e-ticketed reservations, escalating to revenue management or GDS, as required.
• Handling high level, manual e-ticket fare calculations, where required.
• Provide support for Customer Relations, Corporate Security and Executive office to assist with file review, response and exceptions.
• Provide PNR/Eticket history review and support for highly escalated ADM disputes from the Sales and/or Revenue Accounting team.
• Provide support and guidance to agents using Porter’s Travel Agency Portal.
• Maintains strict adherence to Porter Code of Ethics and Business Conduct.
• Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.
• Any other duties as requested by the Team Lead, Advisor support.

Behavioural Competencies:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

• Minimum 3 years of travel industry experience.
• Previous travel agency operations or airline experience in a sales support role is essential.
• Demonstrated skills and understanding of GDS, fares and airline industry technical programs.
• BSP, ARC ticketing knowledge is essential.
• Knowledge of Navitaire Airline reservation systems is desirable.
• Must be customer service driven with a passion for sales.
• Excellent interpersonal and communication skills.
• A team player and willing work flexible hours when required.
• Strong work ethic and a positive can-do attitude.
• Knowledge of both corporate on-line booking tools and consumer self-serve tools.
• Superior customer service and relationship management skills.
• Excellent organizational skills and attention to detail.
• Superior written and verbal communication skills.
• Knowledge of MS-Office products including Outlook, Excel, Word and PowerPoint.
• Bilingualism (English/French) is an asset.

Company Description:

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.