Job Purpose

To provide high-level customer service and support to both existing and new clients and suppliers. Providing guidance and support to clients, using a variety of communication methods to enable the smooth running of day-day operations within the department.

Key Result Responsibilities

• Offer exemplary customer service to clients all times across all methods of communication
• Should have a good understanding of all the Services and systems (Air & Land arrangements)
• Should adhere to the Organizational policies, practices and procedures.
• Should be able to respond to the client queries within the company’s agreed SLA (Service Level Agreement).
• Processes all bookings and visas for Corporate customers, to corporate team to issues tickets and finalizes all necessary travel arrangements through the system, following adopted procedures.
• Handles all customer complaints, problems in a very calm and positive manner; follows the right procedures in directing the complaints through proper channels when needed.
• Sharing knowledge and information with colleagues
• Provide feedback and suggest possible actions where challenges are encountered
• Flexibility to in shifts and as per roster duty that may fall on a weekend or Holidays
• Should be able to work independently
• Should be able to handle the load and work smoothly under pressure.
• Should have seller’s drive attitude and sell the products and services efficiently
• Should be able to achieve revenue targets and service SLAs at all times
• Should be closing the DSR (Daily Sale Report) and report all the documents on the day of issuance itself.
• Move to any branch / department and perform any other duties as instructed by the Management based on business requirements.

Key Result Responsibilities - Continued

Sales & Customer Experience:

• Develop a growth strategy focused both on financial gain and customer experience
• Conduct research to identify new market opportunities and tailor products and services to meet customer needs 
• Arrange business meetings with prospective new clients and agencies 
• Focus on Customer experience & building long-term relationships with new and existing customers
• Be a team player and promote teamwork 
• Protects the company’s value by keeping all business information confidential.
• Demonstrate strong interpersonal skills in order to build a healthy rapport with the travel trade community & business houses. 

Operational excellence:

• Follow established processes and procedures to streamline workflow and optimize efficiency in day-to-day operations. Maintain accurate records of client interactions, bookings, and payments.
• Collaborate with team members to coordinate travel arrangements and resolve operational issues promptly. 
• Move to any branch/department and perform any other duties as instructed by the Management based on business requirements.

Qualifications (Academic, training, languages)

• Bachelor's degree in business administration / commerce / management. 
• Specialization in Travel and Tourism is an advantage. 
• Demonstrate excellent communication and interpersonal skills.
• Understand sales and negotiation skills, with a passion for building relationships and delivering exceptional customer experiences.
• Display a genuine passion for travel.
• Fluency in English Language (Written & Verbal).
• IATA certification.

Work Experience

3+ years of work experience in a Travel Industry.
Previous experience working as a Retail Travel Consultant or in a similar role with a travel company/agency.