JOB TITLE :    Reservations Agent
 LOCATION:  Erbil

Job Purpose:
To handle booking requests for flights, hotels, car rentals, and travel packages while also managing the visa application process for clients. The Reservations Agent will provide excellent customer service, process bookings accurately, and ensure timely visa application submissions.

Key Responsibilities:
o     Handle incoming booking requests for flights, hotels, car rentals, and travel packages.
o     Confirm and process reservations accurately and efficiently.
o     Update reservation details in the system and ensure all records are up-to-date.
o     Assist clients with visa application requirements and procedures.
o     Prepare and submit visa applications accurately and timely.
o     Liaise with embassies, consulates, and visa processing centres to track application status.
o     Keep updated on visa requirements and regulations for different destinations.
o     Provide excellent customer service by assisting clients with their travel and visa inquiries.
o     Offer travel advice and recommendations based on clients’ needs and preferences.
o     Address and resolve any customer issues or complaints promptly and professionally.
o     Communicate with clients via phone, email, and in person to confirm bookings and provide travel information.
o     Liaise with airlines, hotels, car rental companies, and other travel service providers to manage and confirm bookings.
o     Notify clients of any changes to their reservations and provide alternative options if necessary.
o     Maintain  accurate and organized records of all reservations and visa applications.
o     Ensure all client  information is entered correctly into the reservation and visa processing system.
o     Generate and provide reports on booking and visa activities as required.
o     Promote and sell travel-related services, packages, and visa services to clients.
o     Upsell additional services, such as travel insurance, excursions, and upgrades.
o     Assist in achieving sales targets by providing excellent service and support to clients.
o     Process payments for bookings and visa services, ensuring accuracy and security of transactions.
o     Issue invoices, receipts, and confirmations to clients.
o     Handle refunds and adjustments as necessary.
o     Work closely with other reservations and visa agents and team members to ensure seamless service delivery.
o     Assist in training new team members as needed.


Qualifications:

-Bachelor’s degree or equivalent; additional education in travel and tourism is a plus.
-Previous experience as a reservations or visa agent or in a similar role is preferred.
-Proficiency in using reservation systems (e.g., Galileo, Sabre) and visa processing tools.
- Strong customer service skills and ability to build rapport with clients.
-Excellent organizational and time management skills.
- Strong communication and interpersonal abilities.

Key Competencies:

-Customer Service: Commitment to providing excellent service and ensuring customer satisfaction.
- Attention to Detail: Ensuring accuracy in reservation and visa processing and record-keeping.
-Communication: Clear and effective verbal and written communication skills.
-Problem Solving: Ability to address and resolve customer issues efficiently.