International Voice Process Executive - Travel

Job Role : Customer Care Executive (Sales) - Air Ticketing - Travel 

Timings: 7.30 PM to 5.30 AM IST

Job Summary:

We are looking for a Customer Care Executive with strong sales acumen to join our team. In this dual-role, you will handle flight inquiries, assist with reservations, resolve travel-related concerns, and actively convert leads into confirmed bookings. This is a customer-facing position that requires both service orientation and a target-driven approach to maximize revenue per interaction.

Key Responsibilities:

Customer Service (Airline Support):

• Handle inbound calls, chats, and emails related to flight bookings, reschedules, cancellations, baggage, and special assistance.


• Assist customers in navigating airline fare rules, seat selection, travel guidelines & policies.


• Coordinate with airline partners and internal ticketing teams to resolve complex cases and ensure seamless travel support.


• Guide customers on account registration and self-service tools to enhance digital engagement.

Sales & Upselling (Airline Focus):

• Convert customer inquiries into ticketed sales, including domestic and international sectors.


• Upsell value-added services such as travel insurance, seat upgrades, baggage add-ons, lounge access, and priority check-in.


• Promote partner airlines, flexible fare options, and limited-time offers to drive conversions.


• Actively pitch “token of service” (gratuity/tips) and collect positive feedback via platforms like Trustpilot, BBB, etc.

Process & CRM Management:

• Maintain accurate records of each customer interaction, transaction, and resolution in CRM.


• Ensure compliance with airline policies, data protection standards, and internal quality benchmarks.


• Monitor personal KPIs such as sales targets, average handling time (AHT), and call quality.

Required Skills & Experience:

• 2+ years of experience in an airline, travel agency, or OTA (e.g., MakeMyTrip, Expedia, Yatra) with a proven track record in sales and customer service.


• Knowledge of global airline fare structures, PNR creation, GDS platforms (Amadeus, Sabre, Galileo) preferred.


• Strong verbal and written communication skills in English; additional languages are an asset.


• Ability to handle objections, negotiate fares, and close bookings under pressure.


• Familiarity with post-sales processes like schedule change handling, airline waivers, and refund policies.

Performance Metrics:

• Monthly sales/revenue target achievement


• Conversion rate per lead or inquiry


• CSAT/NPS score (Customer satisfaction)


• Number of upsells per ticket


• AHT (Average Handling Time)


• Adherence to roster and compliance norms

Work Schedule & Flexibility:

• This is a 24x7 operations role. Candidates must be willing to work in rotational shifts, including nights, weekends, and public holidays as per roster.


• Shift timings may vary based on region (e.g., US/Canada, Europe, or Asia-Pacific desk).


• Flexibility to handle extended hours during peak seasons (e.g., summer travel, holidays) is required.


• Remote or hybrid work options cannot be considered due to security & business needs.

Compensation & Benefits:

• Fixed salary + Quarterly performance incentives


• On-the-job GDS training & travel related programs


• Health insurance and performance bonuses

 NO TRANSPORT/OTHER FACILITIES AND ALLOWANCES