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CST Operations (Flights) - Executive

Karnataka, India (On-site)

CST Operations (Flights) - Executive

1 Month ago • 1-3 Years • Operations

About the job

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Job Description

This role involves providing first-hand resolution and high-quality customer experience to Paytm users in a 24/7, 6-day-a-week environment. Responsibilities include handling customer queries related to flights, refunds, re-issuance, ticketing (using Galileo and Amadeus GDS), and managing tickets and phone calls. The position requires expertise in domestic and international travel requirements, particularly with LCC airlines, and a customer-focused approach. Coaching junior team members is also a part of the role.

Must have:

Experience in travel industry (refunds, re-issuance)
Galileo and Amadeus expertise (Ticketing, refunds)
Understanding of domestic/international travel needs (LCC)
Customer query resolution & advice
Customer-centric approach & KPI accountability

Perks:

Flexible working options
Career development opportunities
Diverse and inclusive workplace

About Us:

Paytm Travel has revolutionized the travel industry - with a goal to empower millions of travelers who choose us as their preferred travel partner. We are no. 2 in the travel segment, in India, within a span of a few years, which proves our capability and potential to become no. 1 soon. Being one of the largest travel platforms in the country, our aim is to not only ensure seamless, instant booking, but also a delightful journey. We strive to enrich customer experience by making every transaction transparent, honest and hassle free.

To stay ahead of the curve, we are working aggressively towards our ambition to make travel affordable for all. With this customer centricity at our core, we strive to make Paytm Travel synonymous with a trustworthy travel partner.

About the team:

This Team is involved in revenue management, vendor management and strategies to get new business and make travel profitable entity

About the role:

Deliver extraordinary travel experience for our B2C consumers in a Backend role by providing first-hand resolution and the highest quality of customer experience to the Paytm users.

Key Responsibilities

1) Operating in a 24 Hrs Day 6 day-week team, with multiple/rotational shift options.

2) Experience in the travel industry as a travel consultant or a similar position (especially on Refunds along with Re-issuance)

Mandatory knowledge of Galileo and Amadeus and should be able to perform Ticketing, refund & reissue on it.

3) Understanding and expertise in domestic and international travel requirements (LCC airlines)

4) Able to understand customer queries and advise them of suitable resolution

5) Customer-focused and service-oriented where you are accountable for key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics

6) Coach, develop, and mentor Junior resources and colleagues in the team when needed

Additional Accountabilities

1) Working on Fresh desk Tickets and Phones as well for both GDS and LCC airlines.

2) Action consumers booking/PNR for refund, ticketing, re-issuance, escalations

Superpowers/ Skills that will help you succeed in this role:

1) Excellent communication skills.

2) Knowledge of GDS (Galileo and Amadeus) – detailed understanding of fare rules for flights and refunds (to avoid ADMs)

3) 1-3 Years of experience in Travel Agency/Industry

4) Result/Target driven, attentive, adaptable, and motivated to learn

5) Proficiency in technology to research options and complete process requirements

Why join us:

We support our people by providing a range of flexible working options so they can work in the way that best suits them. We also offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the diverse backgrounds, perspectives and life experiences of our people are celebrated and create a great place to grow, thrive and belong. Most importantly, for us Work is Fun!!

Compensation:

If you are the right fit, we believe in creating wealth for you with enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!

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