Customer Service Representative

NLB Services; Gurugram District; On-site; INR 280,000 - 400,000; Full time

Job summary

NLB Services is seeking customer-focused travel operations professionals to handle inbound enquiries for Domestic Air, Hotel, and Bus bookings while delivering exceptional service. Ideal candidates will have experience in inbound support, travel operations, and familiarity with Amadeus or Galileo.

The role involves GDS familiarity, managing amendments, rescheduling, and post-booking support. You will create and manage PNRs, handle schedule changes, refunds, and related inquiries with accuracy

Qualifications

• Minimum 1 year of experience in inbound customer service.
• Domestic contact center experience preferred.
• Travel industry experience will be an added advantage.
• Working knowledge of Amadeus and/or Galileo.
• IATA certification is preferred but not mandatory.

Responsibilities

• Handle inbound customer calls related to Domestic Air, Hotel, and Bus booking enquiries.
• Provide booking status updates and payment status information.
• Handle cancellations and refunds and assist with baggage allowances.
• Assist with seat selection and meal requests; manage schedule changes.
• Handle general travel-related enquiries with professional service.
• Assist customers with ticket amendments and rescheduling using GDS tools.
• Create and manage PNRs for domestic and international itineraries.
• Modify simple and complex itineraries and perform ticket revalidation/reissuance.
• Retrieve and manage PNRs, ticket numbers, airline/airport codes, and fare routing information.
• Utilize Amadeus and Galileo to support customer requests.
• Follow up with customers via calls and emails for pending or escalated cases.

Skills

Customer service

GDS knowledge

English communication

Multitasking

Problem solving

Education

IATA certification

Tools

Amadeus

Galileo

Salesforce CRM

Job description

About the Role

We are seeking customer-focused professionals to join our Travel Operations team. The role involves handling inbound customer enquiries related to Domestic Air, Hotel, and Bus bookings while delivering exceptional customer service. Candidates with prior experience in inbound customer service, travel operations, and GDS platforms (Amadeus/Galileo) will be preferred.

The ideal candidate should possess strong communication skills, a customer-first approach, and the ability to manage travel amendments, rescheduling requests, and post-booking support efficiently.

Key Responsibilities

Customer Service & Booking Support

• Handle inbound customer calls related to Domestic Air, Hotel, and Bus booking enquiries.
• Booking status
• Payment status
• Cancellations and refunds
• Baggage allowance
• Seat selection and meal requests
• Schedule changes
• General travel-related enquiries

GDS Operations (For GDS Consultants)

• Assist customers with ticket amendments and rescheduling requests using GDS tools and airline agency systems.
• Create and manage PNRs for single and multiple passengers across domestic and international itineraries.
• Modify simple and complex itineraries.
• Perform ticket revalidation and reissuance activities.
• Retrieve and manage:
• PNRs
• Ticket numbers
• Airline codes
• Airport codes
• Fare and routing information
• Utilize Amadeus and/or Galileo systems effectively to support customer requests.
• Follow up with customers via calls and emails for pending or escalated cases.

Eligibility Criteria

Experience

• Minimum 1 year of experience in inbound customer service.
• Domestic contact center experience preferred.
• Travel industry experience will be an added advantage.

GDS Requirements

• Working knowledge of Amadeus and/or Galileo.
• Minimum 6 months of experience in amendment/rescheduling processes.
• IATA certification preferred but not mandatory.

Communication Skills

• Excellent verbal and written English communication skills.
• Strong customer handling and problem-solving capabilities.

Typing & Assessment Criteria

• Typing Speed: Minimum 30 WPM
• Accuracy: Minimum 85%

Assessment Areas:

• Grammar
• Spelling
• Punctuation
• Passage Reconstruction
• Voice Assessment

Mandatory Versant Score: 4 and Above

Preferred Skills

• Knowledge of Salesforce CRM or similar CRM tools.
• Strong analytical and problem-solving abilities.
• Ability to multitask in a high-volume contact center environment.
• Strong attention to detail and adherence to process guidelines.