Job Description:

Key Responsibilities:

- Emergency Assistance:

- Provide immediate assistance to travellers experiencing travel disruptions such as flight cancellations, delays, missed connections, medical emergencies, natural disasters, or other unforeseen circumstances.
- Offer guidance and support to travellers, ensuring their safety and well-being.

Travel Rebooking and Support:

- Utilize GDS systems (Galileo and Amadeus) to rebook flights, arrange alternative travel itineraries, and secure accommodations as needed.
- Provide travellers with transparent and accurate information about travel options, fare restrictions, and rebooking procedures.

Communication and Coordination:

- Communicate effectively with travelers, airlines, hotels, and other service providers to resolve travel disruptions efficiently.
- Keep travelers informed about the status of their situation and any changes to their travel plans.

Problem Solving and Decision Making:

- Assess emergency situations quickly and make informed decisions to provide the best possible solutions for travelers.
- Demonstrate initiative and resourcefulness in resolving complex travel challenges.

Knowledge and Expertise:

- Maintain a strong understanding of airline policies, fare rules, visa requirements, and other travel regulations.
- Stay up-to-date on travel industry trends and best practices for handling travel emergencies.

Documentation and Reporting:

- Maintain accurate records of all emergency cases and actions taken.
- Utilize Yatra's online tools and mid-office systems for billing and reporting purposes.

Performance and Productivity:

- Meet productivity targets and customer satisfaction scores.
- Adhere to email and phone service level agreements (SLAs).




- Achieve key performance indicators (KPIs), including NPS (Net Promoter Score) and C-SAT (Customer Satisfaction).
- Minimize financial losses and work towards preventing ADMs (Airline Debit Memos).

Qualifications:

- Experience:

- Minimum 2-3 years of experience in the travel industry, preferably with a Travel Management Company (TMC).
- Proven experience handling travel emergencies and providing customer support in challenging situations.

Education: [Insert any required degree - e.g., Diploma or degree in Travel and Tourism]

Skills:

- GDS Proficiency: Strong working knowledge of Galileo and Amadeus GDS systems, including ticket issuance, reissuance, and cancellation procedures.
- Travel Knowledge: In-depth knowledge of airfares, exchange rules, international itineraries, and travel regulations.
- Communication: Excellent communication and writing skills to interact effectively with travelers and service providers.
- Problem-Solving: Exceptional problem-solving skills and the ability to make quick decisions under pressure.
- Customer Service: A strong customer-centric approach with a commitment to providing outstanding service during stressful situations.
- Adaptability: Ability to adapt to new tools and technologies, including Yatra's online and mid-office systems.

Personal Attributes:

- Flexibility: Willingness to work night shifts, weekends, and holidays as required by the ETS desk schedule.
- Positive Attitude: Energy, enthusiasm, and a positive attitude with a desire to assist travelers in need.
- Calm Under Pressure: Ability to remain calm and composed in stressful situations.
- Team Player: Ability to work effectively as part of a team to provide seamless support to travelers.

Work Schedule:

- Rotational Shifts (Day, Afternoon, Night)

📌 Immediate Hiring For the Position of ETS/ Sr ETS For Kolkata.
🏢 RECEX
📍 Kolkata