Position Overview:

The Travel Consultant – After-Hours/Emergency Support is responsible for delivering high-quality travel assistance and customer service to clients across Business, Leisure, Retail, and Kensington Tours divisions. This role serves as the primary point of contact during non-standard business hours, ensuring seamless handling of travel-related inquiries, disruptions, and emergency situations in alignment with organizational policies and service standards.

Key Responsibilities:

- Serve as the first point of contact for all client interactions, ensuring adherence to division-specific policies and procedures
- Provide timely and effective resolution to travel-related issues, maintaining a high standard of customer care
- Execute travel transactions including bookings, ticketing, reissues, and exchanges using Sabre, Amadeus, and internal systems
- Accurately interpret fare rules, airline policies, and regulatory requirements to ensure compliant travel arrangements
- Manage Irregular Operations (IROPs), including schedule changes and disruptions, with efficiency and professionalism
- Maintain detailed and accurate documentation of all customer interactions, including call summaries and follow-up actions
- Provide administrative and operational support, including queue management and quotation preparation
- Collaborate with global Destination Management Companies (DMCs), suppliers, and internal stakeholders to fulfill client requirements
- Ensure compliance with established service levels, productivity benchmarks, and quality standards
- Remain current on industry developments, airline regulations, and company procedures

Qualifications and Experience:





- Minimum of 2 years of relevant experience in leisure or corporate travel, preferably within an after-hours or emergency support function in a call center environment

Technical Competencies:

- Demonstrated proficiency in Global Distribution Systems (GDS), specifically Sabre and Amadeus
- Comprehensive knowledge of ticketing procedures, reissues, exchanges, fare construction, and BSP (Billing and Settlement Plan) processes
- Experience managing commissions for Canadian and United States point-of-sale

Operational Expertise:

- Proven experience handling Irregular Operations (IROPs) and schedule change management
- Working knowledge of corporate travel services, including air, hotel, car, and package bookings, with adherence to client-specific policies.

Core Competencies:

- Exceptional communication and interpersonal skills, with the ability to engage effectively in high-pressure situations
- Strong analytical and decision-making capabilities, including accurate assessment and routing of calls
- Excellent organizational and time management skills with solid attention to detail
- Ability to work independently with minimal supervision, as well as collaboratively within a team environment

Pay: ₹600,000.00 - ₹700,000.00 per year

Application Question(s):

- Do you have hands-on experience with both Sabre and Amadeus GDS?

- Do you have experience handling ticketing, reissues/exchanges, and IROPs/schedule changes?

Education:

- Bachelor's (Preferred)

Experience:

- Travel Consultant – After-Hours/Emergency Support: 2 years (Required)

Language:

- Fluent English (Preferred)

Location:

- Airoli, Navi Mumbai, Maharashtra (Preferred)

Shift availability:

- Night Shift (Preferred)
- Day Shift (Preferred)
- Overnight Shift (Preferred)

Work Location: In person

📌 Travel Consultant – After-Hours/Emergency Support (India)
🏢 Silverlume HR Management
📍 India