Customer Service Executive - Travel, Pune - India

Special Note

This role comes under "CoreOps Service Private Limited", Air Arabia's newly launched Global Capability Center in Pune, India.

CoreOps Services Private Limited (a subsidiary of Air Arabia PJSC) caters to the global business operations of the Air Arabia group and provides operations support to the Air Arabia parent company as well as its subsidiaries, joint ventures and associates worldwide. CoreOps focuses on centralizing, standardizing, and streamlining processes for efficient functioning of the business

Job Purpose

Responsible for handling B2B back-office operations, ensuring smooth coordination of flight reservations, ticketing, hotel bookings, travel insurance, UAE visa processing, and financial documentation. The role involves managing a shared email platform, supporting B2B agents with after-sales service, and ensuring compliance with regulatory and financial processes.

Key Result Responsibilities

• Manage flight bookings, ticketing, and reissues using GDS platforms (Amadeus, Sabre, Galileo) and airline portals.
• Ensure accurate fare calculations, modifications, and cancellations as per agent requests.
• Handle hotel reservations via TravTrolley, Ibyta, and other hotel booking portals.
  
• Provide after-sales support for B2B agent bookings.
• Issue travel insurance policies as per customer requirements, ensuring accuracy and policy compliance.
• Manage end-to-end UAE visa processing, including document checks, application submissions, follow-ups, and compliance with visa regulations.
• Handle complaints and escalations related to visa applications.
• Address and resolve B2B agent inquiries related to reservations, ticketing, hotel bookings, and other services.
• Act as a point of contact for issue resolution and escalations to ensure service excellence.
• Prepare receipts for debiting agent ledgers.
• Create and process refund forms for visas and other services.
• Ensure compliance with financial documentation and reporting standards.

Qualifications (Academic, training, languages)

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• Minimum 12th standard pass.
• Additional certification in Travel & Tourism (e.g., IATA course) is a must.
• Knowledge of GDS systems (Galileo, Amadeus, Sabre) is an advantage.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Fluency in English & Hindi is a must (Malayalam preferred).

Work Experience

• 2 years of experience in travel services, including visa processing, insurance, customer support, reservations, and ticketing within a travel agency or airline.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Customer service-oriented approach with problem-solving skills.
• Ability to learn quickly and adapt in a fast-paced environment