Travel Consultant - Contact Center

Trip Jack Pvt Ltd; Mumbai; Presencial; INR 350.000 - 520.000; Jornada completa

Descripción de la vacante

TripJack is seeking a customer-focused Travel Consultant - Contact Center in Mumbai to support travel agents and customers with flight bookings, ticketing, amendments, cancellations, refunds, and travel-related queries. Strong communication and problem-solving skills are essential to deliver timely resolutions and maintain service quality across interactions.

The role requires familiarity with airline reservation systems and travel operations, and the ability to work in a fast-paced, rotational

Formación

• 1-3 years of experience in the travel industry or customer support
• Strong knowledge of airline ticketing processes is a plus
• Excellent verbal and written communication skills
• Willingness to work in rotational shifts and a 24x7 environment

Responsabilidades

• Handle inbound/outbound calls, emails, and chats from travel agent partners about domestic/international bookings
• Assist with flight bookings, amendments, cancellations, refunds, and schedule changes
• Resolve queries on fares, baggage, regulations, ticket status, and documentation
• Coordinate with airlines/consolidators and internal teams to resolve issues
• Escalate complex cases and ensure timely follow-up until resolution
• Maintain accurate records in CRM and internal systems

Conocimientos

Customer service

Communication

Problem-solving

Multitasking

Educación

Graduate

Descripción del empleo

TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!

We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.

With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.

Experience : 1 - 3 years

Education : Graduate

Job Summary:

We are looking for a customer-focused Travel Consultant - Contact Center to provide exceptional support to travel agents and customers for flight bookings, ticketing, amendments, cancellations, refunds, and travel-related queries. The ideal candidate should possess strong communication skills, a problem-solving mindset, and a good understanding of airline reservation systems and travel operations. The role requires delivering timely resolutions, maintaining service quality standards, and ensuring a seamless customer experience across all interactions.

Job Responsibilities:

• Handle inbound and outbound calls, emails, and chats from travel agent partners regarding domestic and international travel bookings.
• Assist with flight bookings, itinerary modifications, cancellations, refunds, reissues, and schedule changes.
• Resolve customer queries related to fares, baggage policies, airline regulations, ticket status, and travel documentation.
• Coordinate with airlines, consolidators, and internal teams to resolve booking-related issues efficiently.
• Manage voluntary and involuntary changes resulting from airline schedule changes, cancellations, delays, or operational disruptions.
• Provide accurate information on airline fare rules, penalties, refund eligibility, and ticket validity.
• Ensure timely resolution of customer requests while meeting defined Service Level Agreements (SLAs) and Turnaround Times (TATs).
• Escalate complex cases to the relevant internal teams and ensure timely follow-up until resolution.
• Maintain accurate records of customer interactions and transactions in CRM and internal systems.
• Keep updated with airline policies, industry regulations, and TripJack products and services.
• Deliver a high level of customer satisfaction by providing professional, courteous, and solution-oriented support.
• Collaborate with ticketing, refunds, operations, and quality teams to improve service delivery.

Required Skills & Qualifications:

• 1-3 years of experience in the travel industry, preferably in a Contact Center or Customer Support environment,IATA Freshers can apply .
• Good knowledge of domestic and international air ticketing processes.
• Strong understanding of airline fare rules, ticketing, refunds, cancellations, and schedule changes.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and conflict resolution abilities.
• Ability to multitask and work efficiently in a fast-paced environment.
• Willingness to work in rotational shifts and a 24×7 operational environment.