Organization Context

Position Title:

Senior Associate - Central Agency Helpdesk Support

Job Code:

Grade:

E2

Function:

Commercial

Location:

Gurugram

Reports to:

Manager- Central Agency Helpdesk Support

Role Level:

Senior Associate

Job Purpose

Accountable for the Helpdesk operations within the Sales department, ensuring productive resolution of customer inquiries and issues.

Key Accountabilities

Sales Support Functions

Provide exceptional customer service by responding to customer inquiries, addressing customer complaints, and providing information on airline products and services.
Communicate with travel agents, corporate clients, and other customers to provide information and assistance in booking airline tickets.
Assist with the preparation of sales presentations and proposals for potential customers.
Collaborate with other departments, such as marketing, operations, and finance, to ensure effective sales strategies and processes.
Ensure that the daily KPI and SLA are met both individually and for the team.
Ensure that escalations from agencies,



sales and distribution, corporate and internal departments are attended to and resolved as per SOP.
Ensure that the sales support team provides excellent customer service and that customer complaints and issues are resolved promptly and effectively.
Answer customer inquiries, schedule meetings, and sales appointments, and follow up with customers.
Manage incoming calls and emails, directing inquiries to the appropriate sales team member as needed.
Gather customer feedback and insights to identify trends, pain points, and areas for improvement.
Work closely with the Sales and Marketing teams to ensure alignment between customer feedback and business strategies.
Champion the voice of the customer within the organization, advocating for initiatives that enhance customer satisfaction and loyalty.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project

📌 Senior Associate (Gurugram)
🏢 Air India Careers
📍 Gurugram