International Voice Process Executive - Travel

Job Role : Customer Care Executive (Sales) - Air Ticketing - Travel

Timings: 7.30 PM to 5.30 AM IST

Job Summary

We are looking for a Customer Care Executive with strong sales acumen to join our team. In this dual-role, you will handle flight inquiries, assist with reservations, resolve travel-related concerns, and actively convert leads into confirmed bookings. This is a customer-facing position that requires both service orientation and a target-driven approach to maximize revenue per interaction.

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 and self-service tools to enhance digital engagement.

• 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.

• 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.

• 2+ years of experience in an airline, travel agency, or OTA (e.g., MakeMyTrip, Expedia, Yatra) with a proven track record in sales and customer service.
• Knowledge of global airline fare structures, PNR creation, GDS platforms (Amadeus, Sabre, Galileo) preferred.
• Strong verbal and written communication skills in English; additional languages are an asset.
• Ability to handle objections, negotiate fares, and close bookings under pressure.
• Familiarity with post-sales processes like schedule change handling, airline waivers, and refund policies.

• 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

• 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.

• Fixed salary + Quarterly performance incentives
• On-the-job GDS training & travel related programs
• Health insurance and performance bonuses

Skills: voice process,customer care,outbound,customer support,booking,call center,travel reservation,consultant,ota sales,sales,customer service,international voice