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CST Operations (Flights) - Senior Associate -Travel

Karnataka, India (On-site)

CST Operations (Flights) - Senior Associate -Travel

12 Hours ago • 1-3 Years • Operations

About the job

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Job Description

As a Senior Associate in CST Operations (Flights), you'll provide exceptional travel experiences to Paytm's B2C customers. Working in a 24/7, 6-day-a-week rotational shift environment, you'll handle customer queries, resolve issues, and ensure high customer satisfaction. Responsibilities include ticketing, refunds, re-issuance using Galileo and Amadeus GDS, and handling LCC airlines. You'll need expertise in domestic and international travel requirements and coach junior team members. The role involves managing freshdesk tickets and phone calls, ensuring timely resolution of booking/PNR related issues. You'll be accountable for key performance indicators like CSAT and productivity metrics.

Must have:

24/7 shift availability
Galileo & Amadeus expertise
Ticketing, refund & reissue skills
Domestic & international travel knowledge
Excellent communication skills
Customer service focus

Perks:

Flexible working options
Career development opportunities
Diverse and inclusive workplace

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

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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