Senior Travel Operations Executive

Common Service Centres (CSC); Chandigarh; On-site; INR 450,000 - 750,000; Full time

Job summary

CSC e-Governance Services India Limited in Chandigarh invites a Senior Executive Travel Operations to lead the travel ops team across IRCTC, Bus bookings, Hotels, Air travel and Forex. Primary focus on air ticketing, GDS (Amadeus), fare management and reissuance.

The role requires strong leadership, excellent communication, and the ability to resolve complex passenger queries while ensuring SLA adherence. Candidates with 2+ years in travel operations and willingness to work in a 24/7 shift are

Qualifications

• 2+ years of travel operations or customer support experience.
• Strong expertise in Air Ticketing and fare checks.
• Proven experience in leading a team and managing escalations.
• Working knowledge of IRCTC, Bus, Hotel, and Forex operations.
• Willingness to work in a 24/7 shift environment.

Responsibilities

• Lead and manage a team handling travel-related services (Air, IRCTC, Bus, Hotel, Forex).
• Ensure timely resolution of customer queries and escalations within defined SLAs.
• Oversee ticket booking, reissuance, cancellations, and fare checks using registered suppliers.
• Handle and supervise customer interactions across calls, emails, chat, etc.
• Monitor daily operations and ensure achievement of KPIs and compliance with policies.
• Coordinate with internal and external stakeholders to resolve complex issues.

Skills

Air Ticketing

Team Leadership

Customer Service

Communication

Tools

Amadeus GDS

IRCTC Booking Systems

Fare Management Tools

Job description

Position: Senior Executive Travel Operations

Organization: CSC e-Governance Services India Limited

CSC e-Governance Services India Limited is a Special Purpose Vehicle (SPV) under the Ministry of Electronics & IT. It serves as a key implementation agency for the Digital India programme, delivering Government-to-Citizen (G2C) services, digital literacy, and financial inclusion through a network of over 5.8 lakh CSC centres across the country.

Website: https://cscspv.in/index.html

Location: Chandigarh, Punjab

Exp: 2+ years of relevant experience in Travel Operations

Job Summary

We are seeking a dynamic and experienced professional to join our team as Senior Executive Travel Operations for Punjab State . The role involves leading the travel operations team and ensuring seamless handling of customer queries and escalations across services including IRCTC, Bus bookings, Hotels, Air travel, and Forex.

The ideal candidate should possess strong expertise in air ticketing, GDS (Amadeus), fare management, and reissuance, along with proven team management capabilities.

Key Responsibilities

• Lead and manage a team of customer support executives handling travel-related services (Air, IRCTC, Bus, Hotel, Forex)
• Ensure timely resolution of customer queries and escalations within defined SLAs
• Oversee ticket booking, reissuance, cancellations, and fare checks using registered suppliers
• Handle and supervise customer interactions across channels (calls, emails, chat, etc.)
• Monitor daily operations and ensure achievement of operational targets and KPIs
• Maintain high standards of customer service and ensure quality delivery
• Coordinate with internal and external stakeholders to resolve complex issues
• Track team performance, generate reports, and implement improvement plans
• Ensure compliance with company policies and travel regulations

Eligibility & Requirements

• Minimum 2+ years of experience in travel operations or customer support
• Strong expertise in Air Ticketing, GDS (Amadeus), reissuance, and fare checking
• Proven experience in team handling and leadership roles
• Excellent communication, coordination, and problem-solving skills
• Working knowledge of IRCTC, Bus, Hotel, and Forex operations
• Ability to work in a 24/7 shift environment
• Strong attention to detail and ability to manage deadlines effectively
• Good Knowledge of travel industry tools, booking engines, and CRM systems

Key Focus Areas

• Timely resolution of customer queries and escalations
• Adherence to SLAs and achievement of operational targets
• High-quality service delivery with minimal errors and delays
• Continuous process improvement and team efficiency enhancement