JOB DESCRIPTION Position: Customer Experience (CX) Agent – Travel Process Industry: Travel & Tourism / Travel Services Qualification: Graduate or Diploma in Travel and Tourism Experience: 2 +years Job Type: Full-Time Shift: Rotational Shifts Job Summary We are looking for a customer-oriented and enthusiastic CX Agent to manage customer queries and provide support related to travel bookings, reservations, cancellations, and other travel-related services. The ideal candidate should have excellent communication skills, knowledge of travel technology, and the ability to deliver exceptional customer service through telephone and email. Industry Requirements  Online Travel Agencies (OTA)  B2B Travel Consolidators  Airlines  Travel Agencies  Corporate Travel Management Key Responsibilities  Handle inbound and outbound calls and assist customers with travel-related queries within the defined Turnaround Time (TAT).  Respond to customer emails and feedback within agreed service-level timelines.  Resolve customer issues related to bookings, reservations, cancellations, reissuance, insurance, and other travel services.  Use travel reservation systems and troubleshoot booking-related issues efficiently.  Maintain strong relationships with frequent travellers, passengers, corporate clients, and travel coordinators.  Adhere to established Service Level Agreements (SLAs) and quality standards.  Escalate complex customer issues to the appropriate teams and ensure timely resolution.  Maintain professional telephone and email etiquette in all customer interactions.  Support the team leader in daily operations, reporting, and performance monitoring.  Identify opportunities for process automation and coordinate with team leaders to document improvement requirements.  Ensure accurate documentation and timely processing of customer requests.



Required Skills and Qualifications  Graduate in any discipline or Diploma in Travel and Tourism.  Relevant experience in B2B client management within the travel industry, preferably in an agency or corporate environment.  Excellent verbal and written communication skills.  Strong command of English and Hindi; additional languages will be an advantage.  Good telephone and email etiquette.  Knowledge of travel technology and reservation systems, including Computer Reservation Systems (CRS), Global Distribution Systems (GDS), and e-travel platforms.  Familiarity with Amadeus and Galileo.  Solid customer service, problem-solving, and interpersonal skills.  Ability to learn new travel products, systems, and troubleshooting procedures quickly.  Flexibility to work in rotational shifts. Preferred Skills  Knowledge of Amadeus, Galileo, or other GDS platforms.  IATA certification will be an added advantage.  Knowledge of airline ticketing, airfares, fare rules, and travel restrictions.  Familiarity with visa requirements, train and bus reservations, cabs, and travel packages.  Understanding of airline codes, airport codes, city codes, and fare types.  Knowledge of domestic and international travel booking procedures. Key Competencies  Customer relationship management  Effective communication and active listening  Problem-solving and troubleshooting  Attention to detail and accuracy  Time management and multitasking  Adaptability and quick learning  Teamwork and coordination  Customer satisfaction and service quality Performance Expectations  Achieve defined TAT, SLA, and customer service quality targets.  Ensure timely and accurate resolution of customer queries.  Maintain high standards of customer satisfaction.  Follow established processes and compliance guidelines.  Maintain accurate records of customer interactions and resolutions.

📌 Travel Consultant (Mumbai)
🏢 Happiest Resume
📍 Mumbai