Ref: TK45198

Inside Sales Centre Supervisor

Sector Customer Service/Retail
Type Full-time, Permanent
Location London
Salary (Annual) £28,000 - 28,000 / Year
A Japanese travel company is currently recruiting an Inside Sales Centre Supervisor to work in their office in the City of London.
In this role you will be responsible for providing excellent customer service to their passengers & Travel Agents, selling tickets and promoting their Mileage Bank scheme through Sales Support Desk function.
The ideal candidate should have a customer service background and a professional approach.
Understanding of Japanese culture and some Japanese skill would be advantageous.

TYPE: Two-year fixed-term contract with the potential to become permanent, depending on business and performance
WORKING HOURS: Flexible and able to work shifts, including Bank holidays according to roster. Times may vary.
・Shift 1: 08:00 to 16:30
・Shift 2: 09:00 to 17:30
SALARY: around £28K depending on experience, plus good benefits
LOCATION: City of London

• Liaise with sales department and agencies for fare filing
• Handle reservations and bookings for flights, hotels, railways, including milage related queries/requests from agencies and designated passengers by phone and emails
• Ticketing, issuing, reissuing tickets and refunds on Amadeus
• Operate their database efficiently as well as other internal systems to maintain accurate and up-to-date records
• Award booking arrangement and mileage deduction using Amadeus
• In case of irregular operations (cancellations of flights, delays, major strikes etc.), contact Travel Agencies and customers for the notification and support
• Assist with queries from travel agencies in the UK and Europe, their offices, Airports, other sections & other airlines to ensure smooth communications and operations
• Group booking arrangement
• Their Agency Web update. Issue Agent Bulletin notification in order for Travel Agents to be familiar with products and policies
• Monitoring Agent risk and management including issuing/removing Ticketing authorities
• Analyse the reservation trend & carrier share on EUR route
• Arranging the special services for the Private fares and also corporate passengers
• Monitor the report to ensure the Travel Agent is following the consent to remit the funds to them
• Give guidance or advice to the junior staff proactively
• To be able to produce statistical reports and administration duties performance in liaison with reporting to the manager
• To checks daily teletype communications/SIMs/Canvas and e-mails from their internal other stations or department and action if needed
• To liaise daily with revenue management team in Tokyo for space control issues
• To handle all customers/Agents complaints (written/oral)
• To write apology reply letters, telephone calls as required in maintaining high standards of quality
• To handle irregularities, queries from Travel Agents and customers, other staff, including compensation
• To meet occasionally with the members for problem solving and negotiation if/when requested by customers/Travel Agents and dictated by the situation
• To assist with any their project work as required e.g., writing and production of manuals, and other information
•To be responsible for making of their rosters and daily job assignment to ensure adequate manpower is best utilised to provide high levels of customer service to their members at all times
• To handle appraisals
• To check, monitor and record staff attendance
• To handle basic HR issue for non-supervisors and assist Manager/Assistant Manager
• Judge when to issue Authorization for Special handlings/complain cases/IRRG cases
• Judge and perform Waitlist Push to Revenue management in HO for Special handlings/IRRG cases if necessary
• To assist with new staff recruitment, training/induction as required
• Collect working record and audit before submitting to the Manager/Assistant Manager

• Fluent English
• Experience with agency handing and knowledge of fares details and structures and ticketing as a result of fare filing is essential
• Experience in reservation system, Amadeus System desirable
• Professional verbal and written communication skills
• Proficient computer skills
• Knowledge of airline fare filing and fare structure
• Team player
• Time management skills
• Ability to work under pressure
• Attention to detail
• Maintain confidentiality
• Familiarity with other airlines’ Frequent Flyer Programme
• GCSE Maths & English grade C or above, or equivalent
• Certificate or NVQ qualification in customer service, or equivalent
• Understanding of Japanese culture and some Japanese skill would be advantageous.

** All applicants must have the right to work in the UK as the Company is not able to offer visa support.

If your application is successful, you will be contacted within two business days.
We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.
Updated: 5 days ago
Ref: TK45198