Senior After- Hours Travel Agent

Job Description

Hello Future Senior After- Hours Travel Agent 

Welcome to FNB. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our eBucks Travel & Lifestyle talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

· Meet and exceed client travel requirements through exceptional service, building and maintaining strong client relationships and delivering, premium personalised customer service.

· Provide seamless support in collaboration with the daytime operations team.

· Manage end-to-end travel arrangements, including quoting, providing up to date travel advice, managing complex itineraries, packages, changes, and queue management.

· Process payments, discounts, refunds, and amendments accurately.

· Manage and resolve client complaints in collaboration with management, ensuring timely and effective resolution.

· Identify and maximise sales opportunities.

· Achieve monthly KPIs and individual targets as set by business & management.

· Input and drive eBucks Travel’s VP and understand Bank’s ecosystem.

· Proactively manage travel disruptions (flight cancellations, schedule changes) with immediate, creative problem-solving and communication

    You will be an ideal candidate if you have:

· National Diploma in Travel or equivalent qualification (essential)

· Valid GDS-specific certification is required.

Language Requirements

· Fully bilingual

o English (Read, Write, Speak – essential)

o Afrikaans (Read, Write, Speak – advantageous)

Required Experience

· Minimum 10 years’ experience as a Travel Consultant within the travel industry

· Minimum 10 years’ GDS experience, with strong command of Galileo and/or Amadeus

o Valid GDS-specific certification is required.

· Proven experience in:

o Leisure and corporate travel

o Travel concierge or similar high-touch service models.

o VIP or Ultra High Net Worth clientele (strong advantage)

· Strong ability to manage:

o Emergency bookings

o Complex, multi-sector itineraries.

o Last-minute changes, reissues, refunds, and cancellations

· Strong sales and consultative skills, with the ability to:

o Recommend and cross-sell relevant travel products and services.

o Maximise revenue opportunities while prioritising client needs.

· Excellent organisational and time-management skills

· Impeccable attention to detail

· Strong decision-making ability under pressure.

· Proficiency in:

o MS Word, Excel, Outlook

o Travel-related booking and payment platforms.

· Highly resilient and composed under pressure.

· Innovative and solutions-driven.

· Discrete, trustworthy, and sensitive to client confidentiality

· Strong destination, product, airline, and industry knowledge

· Operate effectively both within a team environment and autonomously.

Operating Hours & Work Location

After-Hours Operating Times (Rotational Shifts)

· Monday – Thursday: 17h00 – 08h00

· Friday: 17h00 – 09h00 (Saturday)

· Saturday – Monday: 12h00 – 08h00

· Public Holidays:

Note:

· Shifts are rotational and may vary based on operational requirements.

· Total working hours will not exceed 176 hours within a four-week cycle.

· The shifts outlined above are not limited to those specified and may be subject to change in accordance with business requirements.

Location

This is a home-based role. Attendance at the office will be required periodically for:

· Training (systems , processes, supplier , product and onboarding)

· Team meetings

· Effective team collaboration and cross functional support

You will have access to:

• Opportunities to network and collaborate.
• Challenging working enviroment
• Opportunities to innovate.

Are you interested to take the step? We look forward to engaging with you further. Apply now!

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.