About the opportunity :
As a Leisure Air Support Specialist , you will use your superior knowledge of airfare construction and fare rules to exceptional customer service with Air Solutions for all Flight Centre Travel Group Corporate and Leisure brands across the Americas.
Responsibilities :
Attentive to consultant and client’s needs at all times
Provide accurate, valid and complete information by using the right methods / tools
Maximize savings / earnings on consultant files
Focus consistently on improving customer experience across all Brands
Handle complaints positively and escalate to leadership when necessary
Answer phone calls, reply to emails / Workplace posts, and queue queries in a timely manner with a pleasant attitude.
Send important Air and Ticketing information via consultant facing Workplace pages in a timely manner
Handle any utilization of service funds not available to consultants
Cover any shifts including holidays & changes in hours as required by the business
Effective communication of changes implemented by Product Nation to all affected brands and businesses.
Send important Air and Ticketing information via Ticket Centre facing Workplace / SharePoint pages in a timely manner
Effective communication across all Ticket Centre teams regionally and globally
Ensure maximum level of accuracy is maintained
Tracking front end savings
Proactive development within team and Ticket Centre
Tracking of consultant queries / questions to improve Frontend training
Cross training across Ticket Centre teams to ensure all skills are up to speed.
Embrace all philosophies, values and change
Travel may be required at times to facilitate training & development and staff meetings / conferences.
Experience & Qualifications :
Minimum 1 year Ticketing / GDS support
Understanding of airline commission contracts
Positive Attitude
FCTG knowledge is an asset
Bilingual French / English is an asset
Work Perks! - What’s in it for you :
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset.
It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
Enjoy the freedom and flexibility This position may be performed remotely or in-office (or ideally, a bit of both!).
Have fun : At the heart of everything we do at Flight Centre is a desire to have fun.
Reward & Recognition : Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
Use your smarts : Our people use their quick thinking, expertise, and tenacity to always figure things out.
Love for travel : We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
Personal connections : We are a big business founded on personal relationships.
A career, not a job : We offer genuine opportunities for people to grow and evolve.
We back our people all the way : We are strongly committed to supporting every single employee in their professional and personal development. 
