Role & responsibilities

We are seeking a highly motivated Associate Customer Experience & Flight Operations within our CST Business. The ideal candidate will manage end-to-end ticketing and backend operations while ensuring a seamless and positive experience for customers booking flights through our platform.

Key Responsibilities:

Customer Experience:

- Deliver exceptional customer service across all channels (phone, email, chat, social media).
- Handle escalations and complex customer queries related to flight bookings and ticketing.
- Identify trends in customer issues, complaints, and feedback to recommend improvements.
- Utilize CRM systems and customer service tools efficiently.
- Proactively identify opportunities to enhance the overall customer journey.

Ticketing & Backend Operations:

- Manage the complete ticketing lifecycle including bookings, cancellations, reissues, refunds, and PNR checks.
- Process backend operational tasks with accuracy and adherence to SLA timelines.
- Ensure smooth coordination with airlines and internal teams for issue resolution.
- Verify fare rules, flight schedules, and revalidation requirements.




- Support operational workflows to ensure timely ticketing and post-booking support.

Operational Excellence & Flight Operations:

- Collaborate with cross-functional teams including Product, Engineering, Growth, and Finance to resolve customer issues and strengthen platform performance.
- Contribute to flight operations tasks such as monitoring booking queues, validating operational requirements, and ensuring process compliance.
- Implement process improvements and best practices to increase productivity and customer satisfaction.
- Stay updated on aviation industry trends, fare structures, and customer service best practices.

Preferred candidate profile

- Robust hands-on experience with GDS tools (Amadeus, Galileo).
- Deep understanding of flight ticketing, cancellations, refunds, reissues, and PNR management.
- Experience in backend operations related to flights or travel processes.
- Candidates preferred from the Flights / Aviation / Travel industry.
- Excellent communication, problem-solving, and customer-handling skills.
- Ability to work collaboratively with multiple internal teams.

📌 Executive/Sr Executive - Flight Operations (Travel) (Bengaluru)
🏢 Paytm
📍 Bengaluru