Key Responsibilities
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.
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.
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.
Customer Relationship Management
Maintain qualified and friendly communication with customers.
Build solid relationships with existing and prospective clients.
Handle routine customer questions and escalate complaints/issues to the concerned team.
Ensure customers receive timely responses.
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.
Group Departure Support
Assist in coordinating customers travelling on BUILDMYTRIP group departures.
Communicate significant departure information to passengers.
Assist the operations team with passenger lists, document collection and