1、职位描述文件职位识别信息职位名称 Ticketing Consultant 所属部门 Contact Center职位编号 所在城市 SZ工作地点 Contact Center 出差要求 无偶尔经常常驻版本号 V1.0 生效日期 2005 年 6 月 15 日工作网络关系直接上级职位 Manager, Ticketing Operation Centre 汇报职位直接下级职位 薪酬 无建议权 决定权直接下级人数 绩效 无 建议权 决定权直接管辖团队人员管理权限 配备 无 建议权 决定权业务指导职位 Sr. VP, Contact Center; General Managers of othe
2、r departments对职位产生影响的外部机构受到职位影响的外部机构任职资格教育程度 Post secondary 专业方向 tourism or aviation studies工作经验 1 year or above in airlines or travel agencies ticketing or reservation departments 行业经验培训经历 管理技能 专业技能 ticket consultant 通用技能 Communication职位目的与职责职位目的（存在的理由，限制和目标）To provide assistance in related to any
3、air-fare or air-ticker issues to support efficient operations of the contact center as well as various business lines of the company as a whole.职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类Operational level To work with Airline Product departments for any update of air-fare or business polic
4、ies update To handle any query from airlines about passenger booking and follow up with them before ticket deadlines To verify tickets conditions and restrictions before ticket issuance. To handle any refund / rejected tickets logistics To act as subject matter experts (SME) in related to any air-tickets issuesAll KPIs for air-fare or air-ticker issues Internal customer satisfaction External customer satisfaction Staff attrition
