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 & reports to the allotted leads as per roster 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 for executing, clearing of the backend cases / queues and processing failure requests etc. Responsible for maintaining a good relationship with our frequent bookers Passengers and Travel co- ordinator teams. Responsible for adhering to set SLAs 100% of the time. Responsible for escalating the call in a timely manner to ensure the customer is heard at all levels. Responsible for sorting day to day queries, for timely ticket cancellation / re-issuance/ issuance with the highest level of customer service via telephone and email. Responsible for ensuring the highest level of Telephone and Email Etiquettes. Responsible for co-create process guidance to the Team Leaders if and where required. Update reports on a daily basis for the team leader/ manager. Responsible for identifying areas of opportunity for automation and coordination with our team leader to ensure it is documented and sent out for the Cleartrip team for execution. Responsible for working closely with internal teams and departments to resolve customer issues as per the defines TAT Responsible for assisting team leaders / managers with the development process. improvement , analysis of effective methods to improve the usual and efficiency levels of the team / process. Responsible for identifying clients’ needs and suggesting suitable travel options.
Min - Qualification - Graduation , Diploma in Travel and Tourism / IATA Certified.
Industry experience - Travel Industry ( OTA's, B2B/B2C consolidators , Airlines ) Main Skills;Knowledge of GDS systems, excellent team worker with good communication skills, experience in B2B (Agency or Corporate) client management.
