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To handle direct consumer (B2B) travel inquiries through calls, emails, and online platforms, providing
efficient end\-to\-end travel solutions. The role requires strong command over Amadeus GDS, customer
handling skills from call center background, and the ability to convert inquiries into confirmed bookings
while delivering excellent customer service.
Handle inbound and outbound calls, chats, and emails from customers regarding flights and hotels.
Manage reservations, ticketing, reissues, cancellations, and refunds using Amadeus GDS.
Provide accurate fare quotes, availability checks, and travel itinerary options to customers.
Convert leads/inquiries into confirmed bookings by maintaining a high conversion ratio.
Assist customers with pre and post\-travel support, including special requests, travel policies, and
changes.
Upsell and cross\-sell travel\-related products such as insurance, upgrades, and ancillary services.
Maintain service quality in line with call center SLAs (average handling time, first\-call resolution,
customer satisfaction).
Keep updated with airline policies, promotional fares, and travel regulations.
Handle complaints and escalations professionally, ensuring customer satisfaction and loyalty.
Maintain records in CRM and ensure daily MIS/reporting of sales and calls.
Mandatory hands\-on experience with Amadeus GDS (booking, ticketing, reissuance, refunds).
Strong communication skills (English \& \[other language if applicable]).
Prior call center / BPO experience with excellent telephone etiquette.
Ability to handle pressure, multitask, and meet sales \& service targets.
Customer\-focused with problem\-solving attitude.
Knowledge of travel documentation (Insurance).
Sales\-driven approach with negotiation and convincing skills.
Graduate / Diploma in Travel \& Tourism preferred.
Minimum 2–4 years of experience in B2C travel sales/customer support.
Must have prior Amadeus GDS working knowledge (flight reservations, reissues, cancellations, refunds).
Experience in call center environment handling customer calls (inbound/outbound).
Knowledge of international travel trends, destinations, and airline rules is an added advantage.
Sales conversion ratio (Ticketing in progress to ticket issuance 15 Mins).
Customer satisfaction scores (CSAT).
Average handling time (AHT) and service level adherence.
Accuracy in booking and documentation.
Repeat and referral business growth.
Pay: ₹40,000\.00 \- ₹50,000\.00 per month
Work Location: In person