Customer Support Executive

Yatra.com; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

Yatra.com in Gurugram is seeking a Sr. Executive Customer Service Delivery to handle travel-related queries and provide timely, accurate resolutions. You will manage bookings, refunds, and policy guidance through supported channels, ensuring quality service while meeting SLAs.

The role emphasizes GDS proficiency, airline knowledge, and strong written and verbal communication in a high-volume Travel BPO environment.

Qualifications

• Graduate in any discipline with travel and tourism background preferred.
• 2–5 years of relevant experience in travel or travel BPO.
• Certifications are not mandatory.

Responsibilities

• Handle inbound and outbound customer interactions via calls, emails, and chat.
• Assist customers with flight bookings, cancellations, rescheduling, refunds, and ancillaries.
• Provide accurate information on airline schedules, fares, baggage rules, visa requirements and policies.
• Perform ticket issuance, reissuance, cancellations, and refunds per policies.
• Use GDS systems for booking and servicing transactions.

Skills

GDS proficiency

Geography knowledge

Typing accuracy

Verbal communication

Written communication

Education

Graduate in any discipline

Travel & Tourism background preferred

Certifications not mandatory

Tools

Amadeus

Sabre

Galileo

Job description

1. Job Title

Sr. Executive Customer Service Delivery (Travel BPO)

2. Department

Customer Experience – B2C

Section / Team: Customer Service

Reporting To: Sr. Manager / Manager

Role Type: Individual Contributor (Non-Supervisory)

3. Purpose of the Role

The Sr. Executive – Customer Service Delivery is responsible for handling customer

queries related to travel products and services, ensuring timely and accurate

resolution in line with company processes, service quality standards, and customer

satisfaction goals.

4. Educational Qualifications

• Graduate in any discipline
• Travel and Tourism background preferred
• Certifications: Not mandatory

5. Experience Requirements

• Total Relevant Experience: 2 to 5 years
• Industry Experience: Airlines, Hospitality, Travel BPO, Online Travel

Agencies

6. Key Responsibilities

Customer Interaction & Support

• Handle inbound and outbound customer interactions via calls, emails, and chat.
• Engage customers professionally and resolve travel-related queries and issues as per defined processes.

• Assist customers with flight bookings, cancellations, rescheduling, refunds, and ancillary services.
• Provide accurate information on airline schedules, fares, baggage rules, visa requirements, and travel policies.

Travel Operations & GDS Handling

• Perform ticket issuance, reissuance, cancellations, and refunds in compliance with airline and company policies.
• Use GDS systems such as Amadeus, Sabre, or Galileo for booking and servicing transactions.
• Handle Special Service Requests (SSR) and post-booking support.

Issue Resolution & Coordination

• Resolve customer complaints within defined Service Level Agreements (SLAs).
• Coordinate with internal teams and stakeholders to ensure timely resolution of complex cases.
• Escalate critical or unresolved issues to supervisors with proper documentation.

Quality, Compliance & Performance

• Maintain adherence to defined KPIs, quality benchmarks, and productivity standards.
• Ensure compliance with company policies, SOPs, airline rules, and regulatory guidelines.
• Maintain accurate customer records, case notes, and transaction updates in CRM systems.
• Participate in quality audits, feedback sessions, and performance reviews.

Process Improvement & Learning

• Identify process gaps and suggest improvements to enhance customer experience and operational efficiency.
• Participate in training programs, refresher sessions, and updates on new travel products or policies.
• Maintain confidentiality of customer and company data at all times.

7. Required Skills & Competencies

Technical & Functional Skills

• GDS-trained with hands-on experience on Amadeus / Sabre / Galileo
• Good knowledge of geography, airline products, fare rules, and travel documentation
• Strong typing skills with high accuracy

Communication & Behavioral Skills

• Excellent verbal and written communication skills
• Strong customer-handling and problem-solving abilities
• Ability to listen actively and lead customer conversations effectively
• Ability to multitask and work efficiently in a fast-paced Travel BPO environment

Personal Attributes

• Customer-focused and service-oriented mindset
• Attention to detail and accuracy
• Team player with the ability to work independently
• Willingness to work in shifts as per business requirements

8. Career Progression

• Preceding Role: Executive
• Next Role: Team Leader

9. Working Relationships

• Internal: Operations, Quality, Product, Finance, and Support Teams
• External: Customers, Airline Partners (as applicable)