The posting
✈️ Love travel, solving problems and making things work seamlessly behind the scenes?
We’re looking for a Travel Operational Support Specialist to join our team and become a go-to expert across travel servicing, ticketing, booking fulfilment and online travel support.
You’ll provide expert operational support across both Travel Support and Online Support, helping to ensure a seamless experience for our members and internal stakeholders.
The role will serve as a central point of expertise for complex travel servicing, ticketing, booking fulfilment, online platform support and operational troubleshooting. Working across GDS, NDC, supplier systems and digital booking platforms, you’ll be responsible for resolving travel-related issues, managing complex servicing requests, supporting revenue integrity and ensuring operational processes are followed consistently.
You’ll also play a key role in identifying and resolving online booking issues, supporting platform adoption, improving operational efficiencies, maintaining service continuity and contributing to process and system enhancements.
Through effective collaboration with internal teams, suppliers and technology partners, you’ll help deliver a premium member experience across both traditional and digital travel channels.
Key Responsibilities
- Provide expert support for travel bookings, amendments, cancellations, reissues, refunds, schedule changes, and confirmations across flights, hotels, car hire, and other travel products.
- Manage complex ticketing, fulfilment, and servicing activities using Amadeus GDS, NDC channels, BSP Link, Farelogix, BA NDC, eGlobal, and other approved travel systems.
- Support Travel Lifestyle Managers and internal stakeholders with operational queries, fare validations, Premium ticket quality checks, booking fulfilment, and escalation management.
- Prepare bespoke travel solutions for Centurion Travelling requests, quotations, and staff travel bookings while ensuring accuracy, compliance, and service excellence.
- Maintain accurate traveller profiles, loyalty programme information, travel records, and operational documentation across all systems.
- Serve as the primary point of expertise for online booking support, resolving booking failures, payment issues, fulfilment discrepancies, platform-related queries, and operational escalations.
- Member communications would be via email, telephone and web chat.
- Investigate, troubleshoot, and resolve issues across booking platforms, supplier systems, CRM tools, and travel technology solutions, ensuring timely communication and resolution.
- Manage ADM and ACM investigations, refunds, reconciliations, and travel-related financial administration while safeguarding revenue integrity and compliance with supplier agreements.
- Liaise with suppliers, technology partners, finance teams, and internal stakeholders to ensure seamless service delivery, operational continuity, and effective issue resolution.
- Contribute to operational excellence through reporting, risk identification, service quality monitoring, process improvement initiatives, system enhancements, and continuous improvement activities that enhance the member and colleague experience
Operational Hours
- Shift-based role: This position operates across early and late shifts, including public holidays, with 2 permanent shift patterns available: Sunday–Thursday or Tuesday–Saturday. Shift times vary between 6:00am and 11:00pm SAST.
- Shift allowance: We offer a 20% shift allowance for hours worked from 6:00pm onwards, and a 50% shift allowance for Sunday shifts.
Requirements
Skills, Knowledge & Experience
- Minimum 5 years experience as a fares specialist and/or ticketing travel agent.
- Strong GDS knowledge (Amadeus preferred) includes reissues, refunds, and fare construction etc.
- Solid understanding of airline rules, IATA, BSP, and fare structures, experience with online travel platforms and booking issue resolution, strong analytical, problem-solving, and attention to detail.
- Professional handling of escalations and high-pressure situations, excellent written and verbal communication.
- Commercial awareness and supplier engagement; able to work independently and collaboratively, experience with high-net-worth clients.
- Exposure to NDC and modern travel distribution systems, familiarity with CRM, Jira, and reporting tools.
- Customer-focused with service excellence, accountable, trustworthy, and proactive.
- Adaptable in fast-paced global environments, detail-oriented.
Guidelines for Hybrid/Home Office:
- Hybrid working: This role is Cape Town–based. We offer a hybrid working model; however, during the first 2–3 months, the expectation will be to work full-time from our Cape Town office to support onboarding, training and integration into the team. Following this period, you will transition to our hybrid working model, which requires a minimum of 2 days per week in the office.
- You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative.
Benefits
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
Rewards designed around you:
- A competitive salary depending on experience and performance base bonus
- Flexible work arrangements including Hybrid work possibilities; with up to 60% Home Office.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
- Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
- Employer contributory company Medical Aid: We offer a comprehensive employer-contributory medical aid scheme designed to support the health and well-being of our employees. Through this benefit, the company makes regular contributions towards your medical aid plan, helping to significantly reduce your out-of-pocket medical expenses.
- Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Genuine career opportunities within a dynamic and international company.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
