About the role
Job
Summary
We are
seeking a dynamic and experienced professional to join our team in Travel
Operations. The role involves seamless handling of customer queries and
escalations across services including IRCTC, Bus bookings, Hotels, Air travel,
and Forex.
The ideal
candidate should possess strong expertise in air ticketing, GDS (Amadeus), fare
management, and reissuance, along with proven team management capabilities.
Key
Responsibilities
- Lead and manage a team of customer
support executives handling travel-related services (Air, IRCTC, Bus,
Hotel, Forex)
- Ensure timely resolution of
customer queries and escalations within defined SLAs
- Oversee ticket booking,
reissuance, cancellations, and fare checks using registered suppliers
- Handle and supervise customer
interactions across channels (calls, emails, chat, etc.)
- Monitor daily operations and
ensure achievement of operational targets and KPIs
- Maintain high standards of
customer service and ensure quality delivery
- Coordinate with internal and
external stakeholders to resolve complex issues
- Track team performance,
generate reports, and implement improvement plans
- Ensure compliance with company
policies and travel regulations.
Requirements
Eligibility
& Requirements
- Minimum 3+ years of experience
in travel operations or customer support
- Strong expertise in Air
Ticketing, GDS (Amadeus), reissuance, and fare checking
- Proven experience in team
handling and leadership roles
- Excellent communication,
coordination, and problem-solving skills
- Working knowledge of IRCTC,
Bus, Hotel, and Forex operations
- Ability to work in a 24/7 shift
environment
- Strong attention to detail and
ability to manage deadlines effectively
- Good Knowledge of travel
industry tools, booking engines, and CRM systems
Key
Focus Areas
- Timely resolution of customer
queries and escalations
- Adherence to SLAs and
achievement of operational targets
- High-quality service delivery
with minimal errors and delays
- Continuous process improvement
and team efficiency enhancement