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 prospects 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