Operations Executive

Job Purpose

The Operations Consultant is responsible for providing efficient post-booking support to travel agents and customers, ensuring that accommodation, transfers, tours, and other travel services are delivered smoothly. The role involves liaising with suppliers, resolving booking issues, managing amendments and cancellations, handling customer complaints, and ensuring excellent service delivery while maintaining TBO.com's service standards.

Key ResponsibilitiesBooking Management

• Manage and monitor travel bookings from confirmation through to completion.
• Process amendments, cancellations, name changes, room upgrades, and special requests.
• Ensure all booking information is accurate and up to date within internal systems.
• Follow up on pending requests and confirmations with suppliers.

Supplier Liaison

• Communicate with hotels, transfer providers, and other travel suppliers regarding booking requirements.
• Negotiate waivers, refunds, compensation, and special arrangements when required.
• Escalate urgent cases to suppliers and internal stakeholders to ensure timely resolutions.
• Maintain strong supplier relationships to facilitate service recovery and customer satisfaction.

Customer & Agent Support

• Provide professional support to travel agents via email, telephone, and online platforms.
• Respond promptly to queries regarding bookings, payments, amendments, and travel documentation.
• Assist with urgent travel disruptions, including overbookings, service failures, and emergency situations.
• Ensure customer concerns are handled with empathy and professionalism.

Complaint Resolution

• Investigate customer complaints and gather supporting documentation.
• Coordinate with suppliers and internal departments to obtain resolutions.
• Recommend compensation or goodwill gestures where appropriate.
• Maintain accurate records of all communication and outcomes.

Operational Excellence

• Meet agreed service level agreements (SLAs) and productivity targets.
• Ensure compliance with company policies and supplier agreements.
• Identify process improvement opportunities and contribute to operational efficiencies.
• Maintain detailed case notes and documentation for audit purposes.

Team Collaboration

• Work closely with Sales, Contracting, Finance, Product, and Customer Support teams.
• Participate in team meetings, training sessions, and knowledge-sharing initiatives.
• Support colleagues during peak periods and assist with escalations when required.

Required Skills & Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving and negotiation abilities.
• Ability to manage multiple cases simultaneously and prioritize effectively.
• Strong attention to detail and accuracy.
• Customer-focused mindset with a commitment to service excellence.
• Ability to work under pressure and meet deadlines.
• Proficiency in Microsoft Office and online booking systems.
• Strong organizational and time-management skills.

Qualifications & Experience

• Diploma or Degree in Tourism, Hospitality, Travel Management, or a related field preferred.
• Minimum 2–3 years of experience in travel operations, reservations, customer service, or a similar role.
• Knowledge of hotel reservations, travel products, and supplier management.
• Experience working within an online travel agency (OTA), wholesaler, DMC, or travel management company is advantageous.

Working Conditions

• Fast-paced travel and hospitality environment.
• May require after-hours support, weekend shifts, or public holiday coverage depending on operational requirements.
• Hybrid or office-based work environment, subject to company policy.

Pay: R10 000,00 - R25 000,00 per month

Experience:

• Travel industry: 3 years (Required)

Work Location: Hybrid remote in Johannesburg North, Gauteng