Travel Spoc

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