Envoyage RSA Air SME – Network Support Specialist

• Act as the primary escalation point for all ticketing and invoicing queries
• Diagnose root causes and resolve issues or coordinate with relevant SMEs
• Manage queries end-to-end ensuring timely resolution within SLA
• Provide advanced support on complex ticketing cases (reissues refunds waivers etc.)
• Engage directly with members ensuring a professional and responsive experience

• Review daily ticket sales and ensure all issued tickets are accurately invoiced
• Identify and resolve discrepancies between systems (Oasis & Business Central)
• Perform quality checks on invoices for accuracy and timeliness
• Escalate systemic issues with clear root cause analysis and recommendations

• Own and track performance against the 24-hour SLA
• Identify risks early and take proactive action
• Provide regular reporting and insights to Operations leadership
• Analyse trends in query volumes resolution times and recurring issues

• Identify capability and resource gaps through operational trends
• Document recurring issues and required skill sets
• Provide structured recommendations on future resourcing needs

• Identify inefficiencies and recurring errors in processes
• Develop and implement improvement initiatives with measurable outcomes
• Collaborate with global and local stakeholders to enhance operations
• Track and report on the impact of improvements

• Minimum 2 years experience in air ticketing or airline operations
• Strong working knowledge of Amadeus GDS(ticketing reissues queues)
• Experience working to SLAs in a customer-facing environment
• Proven ability to perform root cause analysis and coordinate cross-team solutions

• Exceptional attention to detail and organisational skills
• Ability to manage multiple issues simultaneously with accuracy
• Strong communication skills (written and verbal)
• Self-motivated with the ability to work independently

• Location: Johannesburg Campus
• Working Hours: Monday Friday 08:30 17:30
• Work Model: Hybrid (as per company policy)
• Travel: As required

Why Join Envoyage

Be part of a dynamic globally connected team where your expertise directly impacts operational excellence and member satisfaction. This role offers the opportunity to shape processes influence service delivery and contribute to continuous improvement at scale.

Ready to make your mark Apply today and become part of our journey.