1. Customer Enquiry Handling
- Handle incoming calls, WhatsApp enquiries and online travel leads.
- Understand customer requirements such as destination, travel dates, number of passengers, budget and preferences.
- Provide basic information about tour packages, itineraries, inclusions, exclusions and travel requirements.
- Respond to customer enquiries professionally and promptly.
2. Lead Follow-Up & Sales Support
- Follow up with prospective customers through calls and WhatsApp.
- Maintain proper records of all enquiries and follow-up activities.
- Coordinate with the Sales Executive/Travel Consultant for quotations and package details.
- Follow up with customers until the enquiry is converted, postponed or closed.
- Ensure no genuine lead is left unattended.
3. Travel Coordination
- Coordinate between customers, sales team, operations team, suppliers and management.
- Share booking confirmations, itineraries, payment details and other required information with customers.
- Assist the operations team in collecting required documents from clients.
- Support customers before departure and coordinate basic travel-related requirements.
4. Customer Relationship Management
- Maintain qualified and friendly communication with customers.
- Build strong relationships with existing and prospective clients.
- Handle routine customer questions and escalate complaints/issues to the concerned team.
- Ensure customers receive timely responses.
5. Data & Reporting
- Maintain accurate customer and lead databases.
- Update CRM/Excel/Google Sheets regularly.
- Prepare daily/weekly reports on enquiries, follow-ups, conversions and pending leads.
- Maintain proper records of customer communication and booking status.
6. Group Departure Support
- Assist in coordinating customers travelling on BUILDMYTRIP group departures.
- Communicate important departure information to passengers.
- Assist the operations team with passenger lists, document collection and