Job Description

Role Overview:

The Regional Reservation Control Officer (RRC) position entails handling specified escalation cases related to reservations and customer service. As part of the RRC team, you will manage incoming telephone calls from stations or internal departments, adhering to empowerment, SOPs, and service recovery guidelines. Your dedication to meeting agreed productivity and quality standards, as well as active participation in team meetings and feedback sessions, will be essential in providing excellent service and support to both customers and colleagues. When necessary, you will escalate queries or unresolved issues to superiors or related departments within agreed procedures to ensure timely resolutions.

Here’s what an ordinary day looks like:

• To take incoming telephone calls from Stations or internal departments relating to a range of specified escalation cases within the empowerment, SOPs and service recovery provided. 

• To work as part of a team of RRC officers and carry out the tasks as stated in the Function Authorization. 

• To work to agreed productivity and quality standards (e.g. achieving KPI, attendance, etc.) set by the Management team. 

• To participate fully in the team, taking part in regular team meetings, buzz sessions, and giving feedback and ideas to colleagues, and superiors. 

• To escalate any queries or unresolved issues to superiors or related departments within the agreed procedures. 

Function Authorization:
As an RRC officer, you will be authorized to handle the following functions:

• Credit Account 

• Approval From Management 

• Airport Tax 

• Denied Boarding Compensation 

• Emergency/Medical 

• Extension of Credit Account

• Adhoc Retime Cancellation g) Route Closure 

• Schedule Retime Cancellation 

• System Error

• Voluntary Cancellation 

• Fare & SSR Override 

• Overbooking 

• Name Amendment and Name amendment Notification 

• Reinstate Bookings 

• Credit Card Payment Manual Authorization 

• Move Flight /Irop 

• Divide Adjustment 

• Post-Departure Balance Owing 

• Blacklisting 

• Lid and Capacity Management 

• Aircraft Upsize and Downsize 

• AD-HOC Rescue Flight

• Travel voucher

This job is ideal for you if you also:

• Have prior experience in customer service or reservation operations, preferably in the airline or travel industry.

• Possess excellent problem-solving skills and attention to detail.

• Demonstrate a proactive and solution-oriented approach in handling complex situations.

• Are proficient in reservation systems and related software.

• Exhibit outstanding communication skills, both verbal and written.

• Show flexibility and adaptability in a fast-paced environment.

• Hold at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in a relevant field, or equivalent work experience in reservation operations.

You'll Collaborate With:

In this role, you will collaborate with various teams within the Reservation Control function and other relevant departments to ensure seamless communication and effective handling of customer service cases. Your dedication to teamwork and effective communication will contribute to the achievement of common goals and the delivery of exceptional service.