Job Requirement

• Experience in B2B (Agency or Corporate) client management.
• Should be an excellent team worker with good communication skills.
• Need to have effective Telephone and Email etiquettes.
• Need to be a quick learner around the functionality of the product and be able to use different troubleshooting techniques.
• Need to have excellent understanding knowledge of Travel Technology (computer reservations systems (CRS), GDS systems and e-travel), Amadeus and Galileo.
• Need to be proficient in English & Hindi; knowledge of additional languages is an advantage.
• Need to have exemplary customer service skills with an ability to present, persuade and communicate effectively.
• Having knowledge about Visa, Train /Bus , Cabs , Packages will be an additional advantage.
• Should have knowledge about TC areas , Airline code , City code , Type of fares. Having timely travel restriction knowledge would be an advantage.
• IATA certification will be an added advantage
• Ready to work in shifts.
• Maintain relationships with clients by providing support, Information and guidance.

Job Responsibility

• Responsible for inbound and outbound calls and assisting guests with their queries within the defined TAT.
• Responsible for responding to guest emails and feedback as per the agreed TATs.
• Responsible to execute clearing of the backend queues for manual processing, failure handling, etc.
• Responsible to maintain a good relationship with our frequent bookers, Passengers and Travel coordinator teams.
• Responsible to Adhere to set SLAs 100 percent of the times.
• Responsible to escalate the call in a timely manner to ensure the customer is being heard at all levels.
• Responsible to support day to day queries (Responsible for timely ticket cancellation / Reissuance / Issuance) with the highest level of customer service via telephone and email.
• Responsible to ensure highest level of Telephone and Email Etiquettes.
• Responsible to co-create process guidance to the Team Leaders.
• Update reports on daily basis for the team leader / manager.
• Responsible for identifying areas of opportunity for automation and coordinating with your team leader for it to be documented and sent out to the Cleartip team for execution.
• Responsible for working closely with internal teams and departments to resolve customer issues as per the defined TAT.
• Responsible to assist team leaders / manager’s with development, process improvement, analysis and implementation of effective methods to improve the quality and efficiency levels of the team / process.
• Responsible for identifying clients’ needs and suggesting suitable travel options.

Min Qualification

Graduate or Diploma in Travel & Tourism or IATA certified.

Industry Experience

Travel Industry (OTAs, B2B Consolidator, Airlines, Travel Agency, Corporate Travel Desk)