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

Timings: 3:30am – 1:30pm / 8:00pm- 6:00am

Week offs: Rotational - 2

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.

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.

Required Skills & Experience

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.

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

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.

Compensation & Benefits

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

No Transport/Other Facilities And Allowances

Skills: travel,airline,gds,customer care,bookings,sales

international sales process

CCE - Sales - Travel - International Voice Process