Sales & Ticketing Agent

Role Overview

You will be the face of the airline at the sales office, working under the Sales Supervisor to turn every customer interaction into a booking opportunity. Your day revolves around managing ticket sales, checking fare options, and resolving travel-related queries while also meeting personal and station sales targets. This position matters because accurate transactions and positive customer handling directly protect the airline’s revenue and reputation.

Key Responsibilities

• Identify and present the most suitable available fares to customers, ensuring every quote is correct and that all money collected is fully accounted for.
• Actively promote add-ons and complementary services to increase the value of each booking and help the station exceed its monthly sales goals.
• Build lasting relationships with both new and returning customers by listening to their travel needs and offering tailored solutions.
• Share clear, up-to-date information about flight schedules, pricing, promotions, and entry requirements so customers can make confident travel plans.
• Process booking changes, cancellations, and refunds efficiently, and answer any ticketing questions with patience and accuracy.
• Address customer complaints calmly and follow through until a fair resolution is reached, preserving the airline’s public image.
• Reconcile daily sales reports, keep meticulous records, and strive for zero reservation-related errors or unresolved issues.
• Coordinate with airport, operations, and other internal teams to ensure a smooth journey from booking to boarding.

Requirements & Qualifications

• Hold at least a Diploma in Travel and Tourism, or a related field of study.
• Possess a Diploma in IATA/UFTAA Foundation or Consultant level, which will be considered an added advantage.
• Have a minimum of one year of hands-on experience in airline or travel agency fares and ticketing.
• Demonstrate strong numerical accuracy and the ability to handle cash and payment systems without discrepancy.
• Show excellent communication and customer service skills, with the confidence to upsell and negotiate effectively.
• Be comfortable working under supervision while also taking initiative to solve problems independently.
• Maintain a professional appearance and adhere to Occupational Health and Safety standards at all times.
• Stay open to ongoing learning, industry certifications, and membership in relevant professional bodies to keep skills current.