RSA - OBT Support Consultant at Flight Centre Travel Group

Purpose:

• The purpose of OBT Support consultant is to provide support and service to customers who have made a booking on the OBT, as well as work alongside the online sales team. This person would be liaising directly with customers, and would need to be fully customer centric, and offer an exceptional delivery on customer service through high attention to detail.
• This role is to ensure that our customers are provided an after sales service, through assisting date changes, refunds, additional information required.

Primary duties and responsibilities (KRAs)
OBT booking management

• Daily que management of OBT
• Responsible for red flag bookings (failed ect)
• Responsible to action any date, name and schedule changes as well as any cancellations for any existing bookings from OBT
• Managing the relevant OBT customer queries
• Responsible to reallocate sales opportunity to the sales team
• Follow OBW finance procedures

Refunds

• Ensuring all refunds have been submitted on same day as customer request. OES recorded in Omnis as per OBW
• Weekly follow ups on all overdue refunds ( after 12 weeks)
• Managing and completing any refunds timeously.
• Collaboration and Communication with Online Sales team to ensure seamless communication with customers
• Mitigating and Defusing any refund risk in the business
• Management of EMD and refunds for the OBT bookings

General

After-hours:

• This is a shared responsibility via roster. Duties will include; managing after-hours queries by phone, checking inboxes and public platforms after-hours for any urgent customer concerns or potential threats to the business.
• Provide information to retail consultants about OBT bookings
• Crisis management: Assist with ad-hoc tasks assigned in times of crisis. Duties may include managing customer lists

Hierarchy:

• Online sales team leader, AL, GM
• Key communication and relationships:
• Internal: Online business, FCB teams, support teams External: Customers and Suppliers

Job Requirements
Education and qualification:
Minimum requirements
Added advantage

• Matric

Experience:

• Minimum 2 year within FCTG
• Proven customer service record
• Leisure Omnis and Amadeus Experience