Executive/ Sr. Executive, Reservation & Ticketing - (For East Coast Group)-Job ID: 1420914

East Coast Group is looking for Executive/ Sr. Executive, Reservation & TicketingJob Description / ResponsibilityEC Aviation Limited (ECAL), established in 2015 under the brand `FLY EC`, offers a range of travel services, including air tickets, tour packages, visa consultancy etc. With IATA accreditation, ECAL caters to both domestic and international markets. The company is seeking an experienced Operations Manager to oversee daily operations, enhance customer experience, and improve service delivery and efficiency, with a focus on managing digital platforms.Job Summary:The Executive, Reservation & Ticketing will be responsible for managing and processing flight, hotel, and other travel bookings through GDS & OTA platform. This includes handling ticketing requests, ensuring accurate and timely bookings, providing top-tier customer service, and ensuring that all reservations align with company policies and travel industry standards. The ideal candidate will have strong experience working with OTA systems, excellent communication skills, and a passion for delivering exceptional travel experiences. Key Responsibilities: Handle customer reservations for flights, hotels and other travel services ensuring accurate and timely bookings.Issue, amend and cancel tickets as per customer requirements, adhering to airline and company policies.Process bookings for holiday packages, tours, car rentals and other related services offered through the OTA platform.Ensure that all travel arrangements align with customer preferences and budget, optimizing available options.Provide timely responses to customer inquiries regarding ticketing, flight schedules, travel packages and other services offered on the OTA platform.Assist customers with booking modifications, cancellations, refunds, and exchanges, ensuring smooth travel experiences.Offer personalized travel solutions, guiding customers through the booking process and helping them select the best options.Ensure customers are informed about travel documentation requirements, including visas, passports, and insurance.Prepare and send travel documentation, including ticket confirmations, itineraries, vouchers, and invoices to customers.Maintain accurate records of all bookings, ticket issuances, and customer communications.Use the company’s OTA platform to search, compare and book flights, hotels, and services efficiently.Ensure the system is updated with accurate availability, pricing, and service information for customers.Troubleshoot issues with the OTA platform, such as booking errors, payment discrepancies, and technical problems, and escalate issues to the IT department when needed.Work closely with airlines, hotels, and third-party service providers to manage reservations and ensure proper coordination for customer bookings.Resolve booking discrepancies, cancellations, and special requests with vendors.Maintain strong relationships with vendors to ensure the best customer service and resolve issues promptly.Support the sales and marketing teams by offering travel advice and promoting special deals, packages, and new offerings available on the OTA platform.Maintain and update reports on booking trends, customer preferences, and other performance metrics as required by management.Gather and analyze customer feedback to identify areas for improvement in the booking process and customer experience.Educational RequirementsSkills Required: Reservation, GDS, OTA, Ticketing & ReservationExperience RequirementsAt least 2 year(s)The applicants should have experience in the following business area(s):Travel AgentAdditional RequirementsOTA based experience will be preferred.Airlines ticketing, reservation creating PNR, issuing & reissuing ticket using IATA GDS (Sabre / Galileo / Amadeus).Strong working knowledge of MS Office Suite (Word, Excel, PowerPoint).Excellent communication skills with the ability to interact professionally with customers, vendors and team members.Ability to handle customer inquiries, complaints, and complex booking requests with professionalism and empathy.Strong organizational skills with an ability to maintain accurate records and ensure error-free bookings.Ability to troubleshoot issues quickly and effectively, both for customers and with OTA platform functionality.Should be familiar with Re-Issue, Re-Validation, Refund and Upgradation. Coordination with Embassies, Airlines, Hotels & Service Providers.Should be able to manage clients for Instant Services.Strong negotiation skills.Good command in written and spoken in both English & Bangla.Job LocationDhaka (GULSHAN 1)