Key Responsibilities

- Manage day-to-day customer service operations for an OTA or online travel booking platform.
- Lead, mentor, and manage Team Leaders and Customer Service Executives to achieve operational targets.
- Handle escalated customer concerns related to flight bookings, cancellations, refunds, rescheduling, reissues, and itinerary modifications.
- Ensure timely and effective resolution of customer complaints and service requests.
- Monitor key performance indicators (KPIs), including CSAT, SLA, FCR, AHT, quality scores, productivity, and complaint resolution.
- Develop and implement strategies to improve customer experience, operational efficiency, and team performance.
- Coordinate with Ticketing, Operations, Quality, Finance, and other relevant departments to resolve complex travel-related issues.
- Ensure adherence to airline policies, fare rules, booking procedures, and applicable customer service standards.
- Analyze customer feedback, identify recurring issues, and implement corrective and preventive actions.
- Prepare and present daily, weekly, and monthly performance reports to senior management.
- Conduct performance reviews, coaching sessions, and training programs to enhance team capabilities.
- Manage staffing, scheduling, escalations,



and resource allocation to ensure smooth operations.
- Maintain compliance with company policies, SOPs, and established service-level agreements.

Required Skills and Qualifications

- Minimum 6+ years of experience in customer service operations
- Mandatory: Prior experience working with an OTA platform or online travel booking business.
- Proven experience managing customer service teams, preferably Team Leaders and frontline customer service executives.
- Strong understanding of flight booking processes, cancellations, refunds, rescheduling, reissues, and travel-related customer queries.
- Must have hands on experience in GDS platforms such as Amadeus, Sabre, or Galileo.
- Solid leadership, people management, problem-solving, and decision-making skills.
- Excellent verbal and written communication skills.
- Ability to manage escalations, meet service-level targets, and work effectively in a target-driven environment.
- Proficiency in MS Excel, reporting, performance tracking, and operational dashboards.

Share resume directly at [email protected]

Pay: From ₹60,000.00 per month

Work Location: In person

📌 Customer Service Manager (Gurugram)
🏢 Wizfair Travels
📍 Gurugram