Mega Job Fair International Process

Job Description: International Travel Inbound Voice Process

Position Title: International Travel Inbound Voice Process Associate

Job Location: Infotech Centre, 14/2 Old Delhi Gurgaon Road Dundahera, GURGAON, Haryana, India

Job Type: Full-time

Department: Customer Service / Travel Operations

Job Overview:

The International Travel Inbound Voice Process Associate will be responsible for handling inbound customer queries related to international travel, ensuring the highest levels of customer satisfaction. This role requires a professional communicator who can manage calls related to flight bookings, travel itineraries, cancellations, changes, and customer assistance in the travel domain. The ideal candidate will possess strong customer service skills, a deep understanding of the international travel industry, and the ability to provide accurate information efficiently.

Key Responsibilities:

• Handle inbound calls from customers seeking information or assistance with international travel.
• Provide detailed information regarding international flight schedules, travel bookings, and other travel-related services.
• Assist customers in making or modifying bookings, checking availability, and processing cancellations or refunds.
• Address customer concerns regarding travel documentation, such as visas, passports, baggage policies, and international travel regulations.
• Resolve issues in a timely and professional manner, ensuring a positive customer experience.
• Maintain updated knowledge of airline schedules, fare rules, travel restrictions, and other relevant policies.
• Provide recommendations for travel packages, upgrades, or additional services that may enhance the customers travel experience.
• Ensure all customer interactions are recorded accurately in the CRM system, following company procedures.
• Collaborate with other teams, such as operations and support staff, to resolve issues and ensure smooth customer experiences.
• Adhere to KPIs and performance metrics including average handling time, customer satisfaction, and first-call resolution.
• Handle customer complaints or issues related to booking errors or changes, and escalate when necessary.

Key Skills and Qualifications:

• Education: Any Graduate can apply.
• Experience: Minimum 6 months of experience in customer service or call center roles, ideally in the travel or tourism industry.
• Communication Skills: Excellent verbal communication skills, with a clear and articulate phone manner. Strong written communication skills are a plus.
• Customer Focused: Strong commitment to providing exceptional customer service and problem-solving.
• Language Proficiency: Fluency in English is required. Additional language skills are an advantage, especially in Spanish, French, or other languages used in international travel.
• Technical Skills: Familiarity with travel booking software, CRM systems, and Microsoft Office Suite.
• Time Management: Ability to handle multiple tasks efficiently while maintaining attention to detail.
• Problem Solving: Strong analytical skills to troubleshoot customer issues and offer effective solutions.
• Adaptability: Ability to stay updated on changing international travel regulations, industry trends, and company policies.

Work Environment:

• The role may require working in shifts to accommodate different time zones for international customers.
• Some weekend and holiday work may be required depending on the business need.

Benefits:

• Competitive salary and incentives up to 8k and Retention Bonus 60k
• Health insurance and other employee benefits.
• Opportunities for growth and professional development in the travel industry.

How to Apply:

Interested candidates can come for the interview and meet HR Divya Bhaskar.