Job Description

This position plays a pivotal role in ensuring seamless business travel experiences for employees and senior stakeholders. As the first point of contact, you will be responsible for handling a broad range of travel, administrative, and employee support queries.
The role goes beyond travel coordination--covering assistance with visa documentation, car lease queries, club memberships, billing follow-ups, and support for other Facilities & Corporate Services (F&CS) related tasks. You will work closely with internal teams, employees, and external vendors to provide timely support and deliver a consistently high level of service.

Key Responsibilities:

Customer Service Excellence:

Serve as the frontline representative, addressing employee inquiries via email and phone promptly. Demonstrate empathy, patience, and professionalism in all interactions to ensure the highest level of customer satisfaction.

Travel & Visa Coordination:

Assist with travel bookings including flights, accommodations, ground transport, and travel insurance. Coordinate with the TMC partner to secure reservations, confirmations, and handle special requests. Provide assistance with visa-related documentation such as invitation letters and travel support letters, liaising with employees and the Visa team. Coordinate pickups/drop-offs through Ola, Uber, and similar transport services.

F&CS Support - Car Lease, Club Membership & Admin Tasks:

Address and route queries related to company car lease programs and manage communications with leasing partners. Assist in processing new or renewal requests for corporate club memberships. Support additional helpdesk responsibilities, including issuing standard letters, resolving helpdesk tickets, and following up on approvals.

Escalation Management:

Manage complaints and escalations by collaborating with internal teams and external vendors to provide timely resolutions. Ensure all escalations are logged, tracked, and closed with proper documentation and client satisfaction.

Billing & Invoice Coordination:

Assist with processing and tracking invoices, with basic understanding of payment clearance processes. Coordinate with Finance and vendors to resolve billing or payment-related queries. Ensure timely submission and follow-ups of payment advice confirmations.

Excel Reporting & Record Maintenance:

Prepare and manage travel and expense reports using Excel. Maintain accurate logs of bookings, escalations, billing issues, and support queries for reporting and audit purposes.

HR & Internal Coordination:

Liaise with HR and other departments to organize employee travel aligned with internal policies. Support travel logistics for events, offsites, leadership meetings, and training sessions.

Preferred Experience and Education :

Customer Service Experience:

Prior experience in travel, hospitality, or helpdesk roles with a service-oriented mindset.

Geographic & Industry Knowledge:

Understanding of travel routes, airlines, visa processes, hotels, car rentals, and transport aggregators.

Escalation Handling:

Ability to manage sensitive issues with professionalism, patience, and solution-oriented thinking.

Excel Proficiency:

Strong working knowledge of Excel for maintaining logs, preparing reports, and data analysis.

Billing & Invoice Support:

Basic understanding of invoice processing and coordinating with Finance teams for payment clearance.

Administrative Agility:

Comfortable managing online travel tools and helpdesk systems for day-to-day operations.

Strong Communication:

Excellent written and verbal skills to communicate clearly with stakeholders and vendors. *

Organizational Skills:

Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.