Call Center Agents - Lusaka, Zambia
Flying Carpet, the digital destination management portal, is developed by AirlinePros, the leading GSA, with over 70 airline clients and 60 offices worldwide. The portal redefines how destinations are marketed and experienced by promoting amazing destinations, sightseeing and adventure activities, and exploring culture and exotic traditions.
We have a requirement for Call Center Agents with the following key job responsibilities and qualifications.
Role Purpose
Flying Carpet Travel Zambia, the exclusive destination marketing portal for tourism organizations, airlines, hotels, and travel experience providers, is seeking to recruit 4 dynamic, self-motivated Call Center Agents. The successful candidates will be responsible for managing day-to-day front desk activities, handling client queries, and providing excellent customer support to ensure smooth call centre operations. They will also be expected to help with the User Acceptance Testing and Functionality Testing of the application which will be part of their On-the-Job Training.
Job Responsibilities
- Handle incoming calls and emails in a professional manner.
- Develop professional relationships with ongoing customers through excellent customer service.
- Meet or exceed call quotas and sales assist quotas, both personally and as a team unit.
- Follow company communication procedures, policies, and guidelines always.
- Help sales team generate leads, identify potential leads and forward to sales reps.
- Liaise with partner organizations and suppliers.
- Ensure a seamless customer experience from inquiry to post-sale support.
- Accountable for managing end-to-end booking process, including performing manual updates when necessary.
- Work flexibly including weekends and public holidays or as required.
- Key Support to Testing Booking Engine and other functionalities of the application, which includes:
- Test fare flows, PNR generation, and cancellation/reissue modules.
- Validate GDS output vs booking engine results (Amadeus, Sabre, Travelport).
- Identify bugs, report discrepancies, and suggest UI/UX improvements.
- Collaborate with internal QA and tech teams for UAT cycles.
- Support in documentation and process mapping of test cycles
Skills and Attributes
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- High attention to detail and organizational skills
- Proficiency in Microsoft Office and related software
- Ability to speak multiple languages (international language is an added advantage)
- Customer-focused mindset with a proactive approach
Qualifications
- A minimum of 5 years of experience in a Customer Service role (preferably in aviation)
- Background in airline operations and reservations
- Working knowledge of GDS platforms such as Amadeus, Sabre, or Travelport (Galileo)
- Diploma or bachelor’s degree in Travel and Tourism or a related field
Job location: Lusaka, Zambia
Employment Type: Full-time
Interested candidates send your CV and Cover Letter to emea-careers@flyingcarpet.travel with the subject line: Call Center Agent Application – Candidate name
Deadline: 22nd August 2025.
Office Address
Unit FF-H5, First Floor, East Park Mall,
Corner Great East & Thabo Mbeki Road, Lusaka, Zambia