Our Franchise Team is looking for a Franchise Product Support Trainer!
About the Role
The Trainer – Franchise Product Support is responsible for delivering comprehensive product training and providing both general and technical support to franchise partners and internal stakeholders. This role ensures that all partners are equipped with the knowledge, tools, and systems required to operate effectively, while maintaining high standards of service delivery and operational excellence. The role also oversees training initiatives, supports complex fare and ticketing queries, and contributes to continuous improvement within the Product Support function.
(This role is planned to be based in Century City)
Duties & Responsibilities
Training Delivery & Facilitation
- Plan, coordinate, and facilitate training for new and existing partners, companies, and internal staff
- Deliver training on systems and platforms, including:
- CLUBhub
- OURweb & eGlobalFares
- Amadeus Remote Ticketing Solution
- Queue Control Console
- Sabre (CTN), NDC & CMS
- Conduct refresher training sessions to ensure ongoing competency
- Identify training needs and proactively address skill gaps
- Provide ongoing training support to partners and internal teams
- Facilitate webinars and maintain engaging learning experiences
Training Content & Administration
- Develop, update, and maintain training manuals, guides, and materials
- Ensure all training documentation remains current and accessible
- Manage training administration, including:
- Training registers
- Attendance tracking
- Invoicing where applicable
Product Support & Helpdesk Management
- Manage and respond to franchise helpdesk queries within defined turnaround times
- Take ownership and accountability for query resolution
- Support partners with technical and operational system issues
- Provide login credentials, manuals, and onboarding support to partners
Fare & Ticketing Expertise
- Provide expert support on airline pricing and ticketing across GDS platforms:
- Amadeus
- Travelport
- Sabre
- Interpret and apply airline fare rules
- Assist with recalculations, reissues, and rebookings across fare types:
- Published, Private, Corporate, Nett, IT, Youth, Marine, Entertainment, Air Sea, Circle, Triangle, and Round-the-World fares
- Support partners with complex pricing and fare-related queries
Stakeholder Engagement & Communication
- Build and maintain strong relationships with:
- Franchise partners (ITCs)
- Internal departments
- Suppliers and global partners
- Ensure effective interdepartmental communication and alignment
- Maintain a high standard of customer service at all times
Systems, Content & Process Support
- Publish and manage content on OURweb (company intranet)
- Participate in the testing of ad hoc technical applications
- Support continuous improvement of systems and processes
Projects & Operational Support
- Contribute to and support ad hoc projects within the Product Support/Franchise Division
- Assist with planning, execution, and implementation of initiatives
- Provide administrative support as required
- Take initiative in supporting the team and business needs
Skills, Experience & Qualification
- Education: Diploma or Degree in Travel and Tourism or a related field.
- Experience: Minimum 3 years experience as a trainer or similar role.
- GDS Certification (Multi-GDS preferred)
- Advanced proficiency in ticketing within GDS systems
- Strong understanding of airline fare rules and structures
- Extensive knowledge of the travel industry and airline terminology
- Proficiency in:
- MS Windows
- MS Office Suite
- Google Workspace (GSuite)
- Experience with travel software and booking systems
- Proficiency in English (additional languages advantageous)
- Ability to handle high volumes of work efficiently
- Willingness to take on ad hoc tasks and projects as required
- Commitment to maintaining a professional company image
About the Team
The Franchise Team serves to support the ClubTravel B2B business, assisting our franchise partners with travel-related queries, and aiming for speedy resolution. The candidate must be able to work under pressure and manage competing priorities while maintaining attention to detail and service excellence.