We are looking for customer-focused Customer Care Executives / Travel Consultants for an international travel process. The candidate will assist customers with airline reservations, ticketing, cancellations, changes, reissues and other travel-related queries using SABRE GDS.
Key Responsibilities
- Handle customer queries through voice, email and/or chat as per process requirements.
- Make and modify airline reservations using SABRE GDS.
- Create and manage PNRs (Passenger Name Records) accurately.
- Handle flight bookings, cancellations, reissues, refunds and itinerary changes.
- Provide information regarding fares, flight schedules, baggage, seat availability and travel policies.
- Understand and apply airline fare rules and ticketing guidelines.
- Resolve post-booking issues and provide suitable travel solutions.
- Coordinate with airlines, travel agencies and internal support teams whenever required.
- Maintain accurate customer and booking records.
- Handle escalations professionally and ensure timely resolution.
- Meet process KPIs including AHT, Quality, CSAT, Productivity and SLA.
- Follow company, airline and data-security policies while handling customer information.
Candidate Requirements
- Graduate / Undergraduate candidates can be considered depending on process requirements.
- SABRE GDS knowledge is preferred/mandatory depending on the campaign.
- Experience in Travel, Airline, BPO, Reservation or Ticketing will be an advantage.
Five Day's Working and Pick & Drop facility available.