Executive/Sr Executive - Flight Operations (Travel)

Paytm; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Paytm in Bengaluru is seeking an Associate Customer Experience & Flight Operations professional who will ensure a seamless ticketing experience for customers. You will manage customer queries and enhance the overall customer journey across multiple channels.

The ideal candidate should have hands-on experience with GDS tools, a deep understanding of the flight ticketing process, and strong communication skills. This role requires collaboration with various internal teams to improve service delivery and operational excellence.

Qualifications

• Strong hands-on experience with GDS tools (Amadeus, Galileo).
• Deep understanding of flight ticketing, cancellations, refunds, reissues, and PNR management.
• Experience in backend operations related to flights or travel processes.

Responsibilities

• Deliver exceptional customer service across all channels.
• Manage the complete ticketing lifecycle including bookings and cancellations.
• Collaborate with cross-functional teams to resolve customer issues.

Skills

GDS tools (Amadeus, Galileo)

Customer service excellence

Problem-solving skills

Communication skills

Job description

Role & Responsibilities

We are seeking a highly motivated Associate Customer Experience & Flight Operations within our CST Business. The ideal candidate will manage end-to-end ticketing and backend operations while ensuring a seamless and positive experience for customers booking flights through our platform.

Key Responsibilities

Customer Experience

• Deliver exceptional customer service across all channels (phone, email, chat, social media).
• Handle escalations and complex customer queries related to flight bookings and ticketing.
• Identify trends in customer issues, complaints, and feedback to recommend improvements.
• Utilize CRM systems and customer service tools efficiently.
• Proactively identify opportunities to enhance the overall customer journey.

Ticketing & Backend Operations

• Manage the complete ticketing lifecycle including bookings, cancellations, reissues, refunds, and PNR checks.
• Process backend operational tasks with accuracy and adherence to SLA timelines.
• Ensure smooth coordination with airlines and internal teams for issue resolution.
• Verify fare rules, flight schedules, and revalidation requirements.
• Support operational workflows to ensure timely ticketing and post-booking support.

Operational Excellence & Flight Operations

• Collaborate with cross-functional teams including Product, Engineering, Growth, and Finance to resolve customer issues and strengthen platform performance.
• Contribute to flight operations tasks such as monitoring booking queues, validating operational requirements, and ensuring process compliance.
• Implement process improvements and best practices to increase productivity and customer satisfaction.
• Stay updated on aviation industry trends, fare structures, and customer service best practices.

Preferred Candidate Profile

• Strong hands‑on experience with GDS tools (Amadeus, Galileo).
• Deep understanding of flight ticketing, cancellations, refunds, reissues, and PNR management.
• Experience in backend operations related to flights or travel processes.
• Candidates preferred from the Flights / Aviation / Travel industry.
• Excellent communication, problem‑solving, and customer‑handling skills.
• Ability to work collaboratively with multiple internal teams.