Booking Supervisor
Yassir
Employer Active
Posted on 6 Apr
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Experience
5 - 9 Years
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
The Booking Supervisor's role is to supervise and coordinate the reservation team to ensure efficient management of customer files, adherence to quality standards and operational performance, while guaranteeing customer satisfaction and compliance with IATA and BSP standards.
Main responsibilities:
- Team management and supervision:
- Supervise the reservation team (Back & Front office) and distribute daily tasks.
- Provide ongoing training for the team on booking tools (GDS, CRM, OTA).
- Check the quality of reservations and the conformity of customer files.
- Reservations and ticketing:
- Monitoring and control of airline, hotel and tourist package reservations.
- Verification of tickets issued, remissions, cancellations and refunds.
- Management of queues and PNR in the GDS (Amadeus or other).
- Coordination with airlines and suppliers to resolve anomalies.
- Operational processes and quality:
- Establish and adhere to internal booking and invoicing procedures.
- Ensure compliance with IATA, BSP standards and airline regulations.
- Monitoring and analysis of incidents, errors or disputes, and implementation of corrective actions.
- Reporting et analyse :
- Daily, weekly and monthly reporting on team performance.
- KPI tracking: processing time, error rate, customer satisfaction, sales achieved.
- Participate in the development of continuous improvement plans.
- Communication et coordination :
- Working closely with the sales, finance and product teams.
- Transmit important information to those in charge for strategic decisions.
Desired Candidate Profile
- University degree in management, communication, commerce or tourism.
- Minimum of Five (5) years of experience in customer support, with at least two (02) years as a supervisor or in a leadership role.
- Knowledge of customer support tools (e.g. Zendesk, Avaya, Amadeus...).
- Proficiency in GDS Amadeus (or equivalent) and OTA booking tools.
- In-depth knowledge of the airline ticketing industry and tourism products.
- Knowledge of IATA and BSP procedures.
- Experience in the travel industry
- Familiarity with customer support practices and trends.
- Leadership and ability to manage a team.
- Rigour, organisation and attention to detail.
- Analytical and problem-solving skills.
- Excellent communication and coordination skills.
- Stress management and meeting deadlines.
Company Industry
- IT - Software Services
Department / Functional Area
- Ticketing
- Reservations
Keywords
- Booking Supervisor
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Yassir
Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world. We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally. Helping usher the continent into a digital economy era. We re not just about serving people - we re about creating a marketplace to bring people what they need while infusing social values.
https://jobs.lever.co/Yassir/368d7dc6-4c3e-424a-adf7-1ef5ae5aa8c9