Senior Associate - Fluid Operations

Pickyourtrail; Delhi; On-site; INR 360,000 - 600,000; Full time

Job summary

Pickyourtrail in Delhi seeks a skilled Booking Agent to deliver exceptional customer experiences. You will manage bookings, respond to inquiries, and handle escalations across chat and phone channels, ensuring timely resolutions.

The role requires Amadeus proficiency, round-the-clock availability, and strong communication with a focus on seamless trip experiences. Travel to client offices nationwide may be required.

Qualifications

• At least 3–6 years of experience as a booking agent.
• Great communication skills; able to understand and empathize with customer issues and provide favorable solutions.
• Amadeus proficiency is mandatory.
• Round the clock availability is mandatory.
• Able to think on the feet and resolve customer issues.
• Prior work experience as an implant is an added advantage.
• Adherence to operational processes and SLAs.
• Willingness to travel and work out of client offices across the country.
• Speak fluent Hindi.

Responsibilities

• Interact with customers and be the face of the brand from an operations perspective.
• Respond to customer queries over chat/call adhering to SLAs.
• Handle escalations from customers - understand the problem, fix it and close the loop with customers.
• Be on top of Customer Experience - ensure every trip booked is seamless.
• Support offline booking requests for customers.
• Help our customers with special requests and customized bookings.
• Perform additional concierge services for high touch customers (e.g. Web Checkin, Seat Selection, Meal selection).
• Capture and share live customer issues on product offerings and feature based on.

Skills

Excellent communication

Empathy with customer issues

Problem-solving under pressure

Attention to detail

Hindi fluency

Tools

Amadeus

Job description

About Pickyourtrail

Pickyourtrail is the Indian millennial’s most loved leisure travel brand. Our mission is to make a positive impact on people by delivering meaningful & memorable experiences through travel. We take pride in having built India’s most loved Do-It-Yourself vacation builder platform. Over 100,000 travellers from 14 countries have picked their trail with us and have rated us exceptional across TrustPilot, Facebook and Google. In fact, Google in its travel survey had cited Pickyourtrail’s model of combination of expert-led advice and tech platform as the desired solution for the vacation industry. With an NPS score of 60+, We continue to focus on delivering exceptional value and experiences for the new age travellers breaking away from the traditional packaged tours model.

Expectations

• Be an All Rounder in terms of delivering Customer Experience
• Concierge
  • Interact with customers and be the face of the brand from an operations perspective
  • Respond to customer queries over chat/call adhering to SLAs
  • Handle escalations from customers - understand the problem, fix it and close the loop with customers
  • Able to work under pressure and deliver top notch customer experience
  • Be on top of Customer Experience - ensure every trip booked is seamless
• Operations
  • Support offline booking requests for customers
  • Help our customers with special requests and customized bookings
  • Perform additional concierge services for high touch customers (e.g. Web Checkin, Seat Selection, Meal selection)
• Feedback loop
  • Capture and share live customer issues on product offerings and feature based on

You’ll be a great fit for this role if you have:

• At least 3-6 years of experience as a booking agent
• Great communication skills; you are able to understand/empathize with customer issues and are able to provide favorable solutions
• Amadeus proficiency is mandatory
• Round the clock availability is mandatory
• Able to think on the feet and ensure customer issues are resolved
• Prior work experience as an implant is an added advantage
• Adherence to operational processes and SLAs
• Willingness to travel and work out of client offices across the country.
• Speak fluent Hindi