Travel Spoc

Common Service Centres (CSC); Mumbai, Lucknow, Jaipur; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Common Service Centres (CSC) in Mumbai seeks an experienced Travel Operations leader to manage a team delivering Air, IRCTC, Bus, Hotel, and Forex services. You will handle customer queries, escalations, and SLA adherence while coordinating with suppliers to ensure seamless ticketing and fare checks.

The ideal candidate will have strong expertise in Air Ticketing, Amadeus GDS, fare management and reissuance, with proven leadership and excellent communication skills to drive service quality in a

Qualifications

• Minimum 3+ 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.

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

Skills

Air ticketing

GDS Amadeus

Fare management

Reissuance

Team management

Communication skills

CRM systems

Problem-solving

Tools

Booking engines

CRM software

IRCTC system

Job description

Job Summary

We are seeking a dynamic and experienced professional to join our team in Travel Operations. The role involves 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 3+ 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