Job Title: Sales and Ticketing Agent
Department: Commercial
Reports to: Sales Supervisor
Location: Entebbe, Uganda
Role Purpose Statement:
Under the general direction and guidance of the Sales Supervisor, the Sales and Ticketing Agent is
tasked with providing excellent customer service, generating sales, and ensuring customer
satisfaction and retention. This role involves handling transactions related to flight bookings, offering
the best available fares, managing customer relationships, and promoting Jambojet products and
services to increase revenue and loyalty.
Key Accountabilities/Responsibilities:
1. Proactively offer the best available fares, generate sales, and ensure 100% accuracy in fare
quotation and revenue collection.
2. Focus on meeting and exceeding both individual and station sales/revenue targets through
effective upselling and cross-selling of Jambojet products and services.
3. Engage in recruiting and handling existing and prospective customers to win and retain
loyalty for long-term business sustainability and growth.
4. Provide customers with detailed and accurate information on flight schedules, fares, and
promotions to enhance the customer experience and decision-making process.
5. Assist customers in resolving queries and issues related to bookings, cancellations, refunds,
and other ticketing services.
6. Professionally handle customer complaints and feedback, ensuring prompt and satisfactory
resolution to maintain a positive brand image and customer loyalty.
7. Perform accurate and timely reconciliation of sales returns, maintain accurate records and
reports for tracking sales performance and financial accountability. Aim for minimal or no
Reservation-related OTI’s (Open Ticket Indicators) to reflect efficiency and accuracy in
reservations and ticketing.
8. Work collaboratively with other departments to ensure a seamless travel experience for
customers, fostering a holistic and positive customer journey.
9. Ensure the safety and security of company property at the sales office and comply with
Occupational Health and Safety policies.
10. Demonstrate leadership through active involvement in company activities and provide
suggestions to improve products and customer experiences, fostering an environment of
innovation and continual improvement.
11. Participate in training and development programs to enhance skills, crucial for staying
effective in the role and adapting to industry changes.
Know How:
a) Technical Knowledge: Proficiency in ticketing systems, reservation tools, and understanding
of airline sales operations.
b) Management Skills: Ability to efficiently manage time and prioritize tasks to meet targets and
handle high volumes of customer interactions.
c) Sales Skills: Demonstrated ability in effective sales techniques and customer engagement.
d) Human Relations Skills: Excellent communication and customer service skills, including the
ability to empathize, listen actively, and handle challenging customer interactions with
patience and professionalism.
e) Specialized Knowledge: Knowledge of aviation industry practices, understanding of fare
structures, airline scheduling, promotional offers, and the ability to navigate complex
booking systems.
Problem-Solving:
a) Thinking Environment: Operates in a dynamic environment, often needing to make quick
decisions based on fluctuating fares, availability, and customer demands.
b) Thinking Challenge: Requires problem-solving skills to address and resolve issues related to
bookings, cancellations, refunds, and customer complaints, often needing to balance
customer satisfaction with company policies.
Accountability
a) Freedom to Act: Empowered to make decisions within the scope of ticketing and sales
operations, following company policies and guidelines, and using discretion to solve customer
issues.
b) Magnitude: Directly influences customer satisfaction and loyalty, contributes significantly to
sales targets and revenue goals.
c) Impact of Decisions: Decisions and actions have a direct impact on customer experience,
brand reputation, and operational efficiency.
Qualifications:
a) Education: Minimum of IATA/UFTAA Foundation or Consultant Level Diploma.
b) Experience: Minimum of 1 year experience in airline or travel agency fares and ticketing is
preferred.
c) Certifications: Relevant industry certifications. Membership to professional bodies is an added
advantage.