Customer Care Executive

Key Responsibilities:

Customer Service (Airline Support):

• Handle inbound calls, chats, and emails related to flight bookings, reschedules, cancellations, baggage, and special assistance.
• Assist customers in navigating airline fare rules, seat selection, travel guidelines & policies.
• Coordinate with airline partners and internal ticketing teams to resolve complex cases and ensure seamless travel support.
• Guide customers on account registration (e.g., MyEagle) and self-service tools to enhance digital engagement.

Sales & Upselling (Airline Focus):

• Convert customer inquiries into ticketed sales, including domestic and international sectors.
• Upsell value-added services such as travel insurance, seat upgrades, baggage add-ons, lounge access, and priority check-in.
• Promote partner airlines, flexible fare options, and limited-time offers to drive conversions.
• Actively pitch token of service” (gratuity/tips) and collect positive feedback via platforms like Trustpilot, BBB, etc.

Process & CRM Management:

• Maintain accurate records of each customer interaction, transaction, and resolution in CRM.
• Ensure compliance with airline policies, data protection standards, and internal quality benchmarks.
• Monitor personal KPIs such as sales targets, average handling time (AHT), and call quality.

Performance Metrics:

• Monthly sales/revenue target achievement
• Conversion rate per lead or inquiry
• CSAT/NPS score (Customer satisfaction)
• Number of upsells per ticket
• AHT (Average Handling Time)
• Adherence to roster and compliance norms

Work Schedule & Flexibility:

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• This is a 24x7 operations role. Candidates must be willing to work in rotational shifts, including nights, weekends, and public holidays as per roster.
• Shift timings may vary based on region (e.g., US/Canada, Europe, or Asia-Pacific desk).
• Flexibility to handle extended hours during peak seasons (e.g., summer travel, holidays) is required.
• Remote or hybrid work options cannot be considered due to security & business needs.