Air Agent

Serefin

About The Position

The Air Agent works within Serefin Experiences’ key specialist team as an expert in GDS systems. The role works directly with customers and business partners to understand travel requirements and deliver suitable air itineraries and service. The agent uses GDS skills to present itineraries, process ticket requests and changes, handle cancellations and refunds, and manage internal queues and related processes. The position provides high-level customer service through voice, email, and web chat in a fast-paced, high-volume environment. It involves coordinating schedule changes, communicating travel-document information and destination guidance, and supporting internal clients with information about tours and hotels. The role is full-time and permanent, with rotating weekday shifts totaling 40 hours per week and rotational Saturdays possibly required.

Requirements

Minimum 3 years working in the travel industry.
Extensive knowledge of ticketing.
Excellent knowledge of Amadeus GDS systems.
TICO certification is required; OPC certification is also required if based in Quebec.
Proficiency with Microsoft Office, including Word, Excel, and Outlook.
Ability to handle reissuing BSP and ARC documents.
Strong written and verbal communication skills.
Ability to work independently, learn quickly, and contribute within a team environment.
Ability to meet SLA targets.
Self-motivated, focused, and detail-oriented.
Exceptional knowledge of every facet of the travel sector.
Must successfully complete initial training before handling internal client interactions and attend ongoing training and educational sessions.

Nice To Haves

French proficiency is an asset but is not required.

Responsibilities

Monitor GDS queues.
Prepare air itineraries using preferred airline suppliers and present suitable options for clients and their consumers.
Work directly with customers to understand their needs and advise on and deliver to those requirements.
Attend to airline ticket requirements, including issuing and exchanging tickets and processing full or partial refunds as appropriate.
Process ticket requests and execute related documentation for customers and/or clients.
Handle booking changes and resolve failed bookings.
Manage schedule changes to avoid disruption to customers’ itineraries.
Provide internal clients with travel-document details, explain travel restrictions, rules, or guidelines, and recommend destination-specific travel and safety tips.
Provide information on tours and hotels to internal clients as required.
Maintain up-to-date knowledge of preferred-supplier airline contracts and identify best utilization opportunities.
Manage internal queues and processes, prioritizing according to sales and booking season.
Issue confirmations and invoices.
Meet service-level targets for call pickup times, sales conversions, and customer expectations.
Comply with company policies and procedures, including IT security, vacation, and privacy policies.
Participate in mandatory and ongoing training, including OH&S, data privacy, and security training.
Perform other duties as requested to improve workflow.