General Sales Agent (GSA)

Role Purpose

• Provide professional and efficient reservations, ticketing, and telesales services by handling customer enquiries, flight bookings, fare quotations, ticket issuance, reissues, refunds, and ancillary sales through telephone, email, and other customer service channels.
• Responsible for maximizing revenue opportunities, delivering exceptional customer experiences, and ensuring compliance with South African Airways' commercial policies, aviation regulations, and service standards.

Minimum Requirements

• Diploma or bachelor's degree in Travel & Tourism, Business Administration, or a related field.
• IATA/UFTAA Foundation or Consultant Diploma.
• Basic knowledge of IATA and ICAO Regulations.
• ICM Customer Service Diploma is an added advantage.
• Minimum 3 years' experience in airline reservations, ticketing, telesales, customer service, or travel agency operations.
• Proficiency in Amadeus Reservation & Ticketing System and other airline reservation systems.
• Strong knowledge of airline reservations, ticketing, fare construction, reissues, refunds, and customer service procedures.
• Proven telesales skills with the ability to convert enquiries into sales and achieve revenue targets.
• Excellent communication, interpersonal, customer service, and problem-solving skills.
• Fluency in English and Kiswahili.