Job Description

Job Title:

Follow-Up Executive / Customer Service Executive - Travel

Location:

Bangalore ( Jayanagar )

Department:

Customer Service / Operations

Experience:

1-2 years in the tours and travel domain.

Job Overview:

We are looking for a proactive and detail-oriented

Follow-Up Executive

to join our team. This role requires someone with 1-2 years of experience in the travel industry, who is passionate about customer satisfaction and committed to ensuring a smooth post-booking experience. As part of the Follow-Up Team, you will be responsible for ensuring that clients receive timely communication, have their travel concerns addressed, and are supported throughout their journey, from booking to post-trip.

Key Responsibilities:

Client Follow-Up:

Reach out to clients after booking to confirm travel details, answer any questions, and ensure that all aspects of their travel arrangements are correct (flights, accommodations, activities).

Travel Documentation Review:

Ensure clients have received all necessary documents (tickets, itineraries, vouchers) and assist with any discrepancies or updates.

Customer Support:

Proactively follow up with clients during their travel to address any issues or changes in their plans and provide resolutions in a timely manner.

Feedback Collection:

After clients return from their trips, reach out to gather feedback on their travel experience to ensure satisfaction and identify areas for improvement.

Issue Resolution:

Address customer concerns or complaints regarding travel bookings, services, or experiences in a calm, professional manner. Resolve issues promptly or escalate as necessary.

Up-Selling and Cross-Selling:

Based on client feedback and needs, promote additional services (e.g., travel insurance, upgrades, excursions) that can enhance their travel experience.

Coordination with Internal Teams:

Collaborate with the sales and operations teams to update clients' needs, communicate any changes, and ensure seamless service delivery.

Documentation and Reporting:

Maintain accurate follow-up records, update customer information, and track client interactions for future reference and continuous improvement.

Database Management:

Ensure the CRM database is updated with relevant client follow-up information, feedback, and any customer service interactions.

Qualifications:

1-2 years of experience in customer service, operations, or a similar role within the tours and travel industry. Excellent communication skills, both written and verbal, with a customer-first mindset. Strong organizational and time-management skills with the ability to manage multiple follow-ups at once. Ability to handle customer queries and complaints effectively and professionally. Detail-oriented with a focus on accuracy in travel documentation and customer records. Ability to work independently and in a team setting. Knowledge of travel-related products and services (flights, hotels, tours, etc.). Proficiency in MS Office Suite; familiarity with CRM software and travel booking systems (e.g., Amadeus, Galileo, Sabre) is a plus.

Preferred Skills:

Experience in travel sales or customer support is a plus. Familiarity with customer relationship management (CRM) systems. Multilingual abilities are an advantage. Strong interpersonal skills and a friendly, approachable demeanor.
Email - careers@trawelmart.com

Job Type: Full-time

Pay: ₹15,570.04 - ₹25,666.91 per month

Benefits:

Food provided Provident Fund
Education:

Bachelor's (Preferred)
Experience:

total work: 1 year (Preferred) Customer service: 1 year (Preferred)
Language:

English (Preferred) Hindi (Preferred)
Work Location: In person