General Sales Agent (GSA)

Role Overview

This position sits within the Kenya-based General Sales Agent team representing South African Airways, focusing on delivering smooth booking and ticketing experiences for travelers. You will handle incoming requests across multiple channels, turning customer inquiries into completed sales while maintaining the airline's service and compliance standards.

Key Responsibilities

• Respond to customer inquiries via phone, email, and other service channels to provide accurate flight information, fare quotes, and booking assistance.
• Issue tickets, process reissues and refunds, and manage exchanges in line with airline commercial policies and fare rules.
• Promote and sell ancillary products and services to maximize revenue per booking and meet individual and team sales targets.
• Use Amadeus and other reservation systems to create, modify, and cancel passenger records accurately and efficiently.
• Resolve booking discrepancies, fare calculation issues, and service-related concerns with professionalism and a solution-oriented approach.
• Advise passengers on travel documentation, baggage allowances, and applicable aviation regulations to prevent disruptions at departure.
• Maintain up-to-date knowledge of schedules, fare structures, promotions, and network changes to provide accurate recommendations.
• Document all transactions clearly and support daily reporting requirements to ensure operational consistency.

Requirements & Qualifications

• Diploma or bachelor's degree in Travel & Tourism, Business Administration, or a related discipline.
• IATA/UFTAA Foundation or Consultant Diploma, with an ICM Customer Service Diploma considered an advantage.
• Minimum of three years of experience in airline reservations, ticketing, tele sales, customer service, or travel agency operations.
• Practical proficiency in the Amadeus reservation and ticketing platform, plus familiarity with other airline systems.
• Solid understanding of fare construction, ticket issuance, reissues, refunds, and airline customer service procedures.
• Demonstrated tele sales ability to convert inbound inquiries into confirmed bookings and consistently achieve revenue targets.
• Strong verbal and written communication skills with fluency in both English and Kiswahili.
• Customer-focused mindset with proven problem-solving, interpersonal, and multitasking abilities in a fast-paced environment.