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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人员管理权限薪酬无建议权 决定权直接下级人数绩效无 建议权 决定权直接管辖团队配备无 建议权 决定权业务指导职位Sr. VP, Contact Center; General Managers of other departments对职位产生影响的外部机构
2、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 air-fare or air-ticker issues t
3、o 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 policies update To handle any query
4、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
