Key Responsibilities
1. Process Management
- Follow established operational processes and Standard Operating Procedures (SOPs).
- Coordinate with internal teams and external vendors to ensure smooth service delivery.
- Maintain process compliance and operational quality standards.
- Update operational records and MIS reports accurately.
2. Booking & Ticketing (0–3 Months)
- Learn and perform domestic flight, hotel, bus, and train bookings under supervision.
- Verify customer details before confirming bookings.
- Assist in preparing travel itineraries.
- Ensure booking details are accurately entered into the system.
3. Booking & Ticketing (Up to 6 Months)
- Independently handle domestic and international travel bookings.
- Process modifications and special travel requests.
- Coordinate with airlines, hotels, and other travel partners.
- Ensure error-free booking confirmations and timely ticket issuance.
4. Reschedule & Cancellation
- Process rescheduling and cancellation requests as per company and vendor policies.
- Inform customers about applicable charges, refund policies, and timelines.
- Coordinate with vendors for timely completion of requests.
- Maintain accurate records of all modifications.
5. Billing & Documentation
- Generate invoices and verify billing details.
- Maintain customer records and booking documentation.
- Ensure all travel documents are complete and accurate before travel.
- Support finance with billing reconciliation when required.
6. Fresh Query Management (TAT)
- Respond to all new customer enquiries within the defined Turnaround Time (TAT).
- Provide accurate quotations and travel information.
- Follow up with customers until closure of the enquiry.
7. Reschedule Requests (TAT)
- Complete all rescheduling requests within the committed TAT.
- Keep customers informed throughout the process.
- Escalate delays proactively when necessary.
8. Cancellation Requests (TAT)
- Process cancellation requests within the prescribed TAT.
- Initiate refund requests and monitor their completion.
- Ensure customers receive timely updates on refund status.
Required Qualifications
- Bachelor's Degree in any discipline.
- 0–2 years of experience in Operations, Customer Support, or Travel Operations.
- Freshers with excellent communication and learning ability are encouraged to apply.
Skills Required
- Good verbal and written communication.
- Customer service orientation.
- Attention to detail and accuracy.
- Time management and multitasking.
- MS Office (Excel, Word, Outlook).
- Ability to meet defined TATs.
- Basic knowledge of travel booking systems is an added advantage.
Key Performance Indicators (KPIs)
- Adherence to operational processes.
- Booking and ticketing accuracy.
- Timely completion of bookings, reschedules, and cancellations.
- Billing and documentation accuracy.
- Fresh query response within TAT.
- Reschedule request completion within TAT.
- Cancellation request completion within TAT.
- Customer satisfaction and service quality.
- Error-free documentation and process compliance.
- Overall operational efficiency.
Job Types: Full-time, Permanent
Pay: ₹12,000.00 - ₹15,000.00 per month
Work Location: In person
