Reservations and Ticketing Agent – Lusaka

About the role

We are seeking a professional Reservations and Ticketing Agent to join our team in Lusaka, Zambia. In this role you will deliver a full‑service, customer‑focused reservations and ticketing experience to passengers and travel agencies, both over the phone and in person, helping to meet revenue targets and ensure high levels of satisfaction.

Key responsibilities

• Make and confirm passenger reservations, arranging routing using timetables, airline manuals and reference guides.
• Issue tickets with accurate fare calculations, manage changes, cancellations and upgrades, and process refunds, lost or time‑barred tickets.
• Advise travel agents and passengers on flight plan changes, seat availability and alternative options.
• Communicate itinerary updates to load‑control personnel and other stations to optimise seat utilisation.
• Maintain timely sales reporting and promote QR products to generate revenue.
• Handle help‑desk inquiries, including seat confirmations and upgrade proposals.

Required profile

• Relevant experience in the aviation or travel industry.
• Fluent English communication skills, both spoken and written.
• Legal right to live and work in Zambia.

Required skills

• Recognition of IATA or Airline Basic Tariff training (preferred).
• Knowledge of special rates, offers and promotions.