Booking Agent

PACTEC’s mission is to use aviation and information technology to relieve human suffering. Since 1998, PACTEC has been providing urgently needed flight support to the NGO and aid community throughout Afghanistan and particularly in remote areas. PACTEC’s turboprop fleet in Afghanistan currently consists of three Quest Kodiak 100 aircraft and one PC-12 aircraft.

Position Overview:

• Ensure PACTEC passenger protocols, rules and regulations are accomplished in the booking office.
• Serving as the contact person for PACTEC customers, providing excellent customer service and support.
• Responsible for coordinating with other departments and promptly responding to customers' inquiries. 

Essential Job Functions:

1. Customer Service
   • Have a good knowledge and understanding of PACTEC passenger protocols
   • Oversee NGO requests for using PACTEC operations
   • Oversee the process of NGOs becoming new PACTEC customers, in coordination with the Country Director
   • Be the contact for PACTEC customers, including all external communication to customers and user surveys
   • Provide price quotes for customers
   • Gather customer needs and proposing suitable solutions (in the case we cannot meet the customer's initial request)
   • On call 24/7 (divided between booking agents) for emergency flight requests
   • Communicate departure times, arrival times, delays, etc. to our customers
2. Booking: Providing flight information for PACTEC customers
   • Manage booking requests and make reservations
   • Determine seat/cargo and charter flight avaliability
   • Screen and approve (or deny) government flight requests, in coordination with the Booking Manager and Director of Operations
   • Work with customers to resolve disputes between the customer and PACTEC (involve the Booking Manager/Country Director with appropriate)
   • Use software to book flights and manage historical flight operational data
   • Use software to provide accurate and updated monthly reports, customer lists, and post-flight paperwork
3. Office Coordination and Communication: Communicate with and assist other departments with all booking and customer relatated work
   • Communicate with the Booking Manager regarding flight requests regularly
   • Communicate with the Finance Department regarding payments on a weekly basis
   • Provide the Finance Department with accurate passenger tax information
   • Communicate with the Airport Manager regarding changes in flights

1. At least high school diploma (university degree is desirable)
2. One year administrative experience (aviation related work is desirable)
3. Excellent interpersonal skills and helpful team attitude (experience in training staff)
4. Ability to speak and write English proficiently (fluency in English and proficient in Dari and Pashto desirable)
5. Good problem solving/negotiation skills (experience in dealing with government authorities desirable)
6. IT system experience--at ease with Microsoft office, internet and email writing skills
7. Willingness to work outside of contracted hours (good autonomy and deep sense of initiative and responsibility)
8. Adaptabiliy to changes, flexible, honest (problem solver)
9. Capacity to work under pressure and complete tasks on time, without excess outside prodding
10. Honesty, fairness, respect for confidentiality and commitment to PACTEC's values and policies

Interested candidates should send their cover letter and CV to AFG-HR@pactec.net and click here to fill out PACTEC's application form. This application must be filled out in order for you to be considered for the position. 

Shortlisted candidates will be contacted directly.