Reservations & Call Center Agent – Westair Group Namibia

Westair Aviation is a fully integrated aviation service provider and airline based in Windhoek, Namibia. Having started out as an aircraft maintenance facility in 1967, Westair Aviation has grown to become the most experienced aviation company in Namibia. Today the Westair Aviation fleet consists of more than 30 aircraft suitable to conduct any mission across Africa. Offering a wide range of specialised aviation services, Westair Aviation provides tailored aviation solutions of the highest standards to discerning customers.

FlyNamibia is seeking a motivated and customer-focused individual to join our Reservations Department as a Reservations & Call Center Agent. This role is responsible for handling reservations, ticketing, and general travel inquiries while ensuring exceptional customer service delivery and operational accuracy.

The successful candidate will report directly to the Reservations & Call Center Supervisor and work closely with internal departments and external partners to support daily operations and uphold FlyNamibia’s service standards.

Key Responsibilities Include:

• Handle inbound and outbound calls related to flight reservations, ticketing, schedule changes, and general travel inquiries with professionalism and courtesy.
• Create, modify, and cancel flight bookings using the reservation system, ensuring accuracy and compliance with fare rules and policies.
• Issue, reissue, and refund tickets following airline and regulatory guidelines.
• Provide passengers with accurate information on flight schedules, baggage allowances, special service requests (e.g., UMNR, wheelchair assistance), and fare conditions.
• Assist with resolving passenger complaints and irregular operations such as delays, cancellations, and rebookings.
• Coordinate with stations, travel agents, and other departments to ensure smooth passenger service and operational efficiency.
• Maintain up-to-date knowledge of airline policies, fare structures, and industry regulations.
• Manage queues and follow up on pending reservations or ticketing issues to minimize abandoned calls and ensure customer satisfaction.
• Document and escalate complex issues or irregularities to supervisors for further handling.
• Contribute to team goals, participate in training, and support continuous improvement initiatives within the Reservations Department.

Minimum Requirements:

• Grade 12 Certificate or equivalent.
• At least 2 years’ experience in Reservations and Ticketing within the Airline or Travel industry.
• Proficiency in reservation systems such as AeroCRS and Amadeus.
• Excellent customer service, communication, and problem-solving skills.
• Ability to work under pressure, multitask, and meet tight deadlines.
• Willingness to work shifts, weekends, and public holidays as required.
• Strong computer literacy, especially in MS Office.

Added Advantages:

• A Diploma in Travel & Tourism.
• Advanced fares and ticketing knowledge.
• Knowledge of FlyNamibia’s routes and policies.

Westair is an equal opportunity employer. Applications close on 09 June 2025.

Apply Here