Team Lead, Ticketing Officer at Aspom Travels Agency

Aspom Travel Agency is a great travel deal company incorporated on the 2nd of February 2012 to provide support to people who wants to travel to any country in the world and also helps companies who wants to organize a group tour for their staff without stress. Aspom Travel Agency is committed to remaining well positioned and equipped to support our clients in their travel deals at a guaranteed lowest rates. In order to guarantee our clients efficient and high performance on jobs, Aspom has skilled, resourceful, goal oriented and team players.

Aspom Travel Agency succeed at arranging every travel services from visa processing, hotel reservations, flight reservation and giving our clients the most complete travel experience at the best price. Many of our clients prefer to work with us planning vacation trips in the USA and around the world as well – we gladly do all the shopping for them finding quality services on the market at the best price. Aspom Travel Agency mission and vision is to do our best to make your idea of a dream travel package happen.

We are recruiting to fill the position below:

Job Title: Team Lead, Ticketing Officer

Location: Lekki, Lagos
Employment Type: Full-time

Position Overview

• As a Ticketing Officer Team Lead, you will be responsible for leading a team of ticketing officers in a travel agency or airline company.
• Your primary role will involve overseeing ticketing operations, ensuring accurate and efficient ticket issuance, and providing exceptional customer service.
• You will play a crucial part in managing the team's performance, maintaining industry standards, and ensuring compliance with regulations and policies.

Responsibilities
Team Leadership:

• Supervise and lead a team of ticketing officers, providing guidance, support, and mentorship.
• Set performance goals, monitor individual and team performance, and provide regular feedback and coaching.
• Foster a positive and collaborative work environment, encouraging teamwork and professional development.

Ticketing Operations:

• Oversee ticketing operations, ensuring accurate and timely issuance of tickets for various travel segments (flights, trains, buses, etc.).
• Maintain an up-to-date knowledge of airline ticketing rules, fare structures, and industry regulations.
• Resolve complex ticketing issues, including rebooking, rerouting, and ticket exchanges/refunds.

Customer Service:

• Provide exceptional customer service to clients, addressing inquiries, resolving complaints, and ensuring customer satisfaction.
• Assist customers with booking changes, seat assignments, special requests, and other ticket-related services.
• Handle escalated customer issues and act as a point of contact for VIP clients or challenging situations.

Quality Assurance:

• Ensure adherence to industry standards, company policies, and regulatory requirements in ticketing operations.
• Conduct regular audits to verify ticketing accuracy and compliance, identifying and addressing any discrepancies or issues.
• Implement quality improvement initiatives to enhance the overall ticketing process and customer experience.

Training and Development:

• Train and onboard new ticketing officers, ensuring they are knowledgeable in ticketing procedures, systems, and customer service.
• Provide ongoing training and development opportunities to enhance the skills and knowledge of the team members.
• Stay updated with the latest industry trends, technology advancements, and ticketing system updates.

Reporting and Analysis:

• Prepare reports on ticketing activities, including ticket sales, revenue, and performance metrics.
• Analyze data to identify trends, patterns, and opportunities for process improvements and cost efficiencies.
• Provide regular reports and insights to management regarding ticketing operations and team performance.

Requirements

• Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or a related field (preferred).
• Must have 2-5 years experience.
• Proven experience in ticketing operations within a travel agency or airline company.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• In-depth knowledge of ticketing procedures, fare structures, and industry regulations.
• Proficiency in ticketing systems (e.g., Amadeus) and reservation platforms.
• Attention to detail and accuracy in ticketing processes.
• Customer-centric mindset and exceptional customer service skills.
• Ability to handle and resolve customer complaints or challenging situations.
• Familiarity with reporting and data analysis.
• Flexibility to work irregular hours, including weekends and holidays.
• Must reside in Lekki.
• 30 - 38 years.

Salary
N100,000 - N120,000 / Month.

Application Closing Date
2nd July, 2023.