Job Description

Your Part:- You shall play 3 roles in the company: As a Travel Consultant (TC) / Account Manager / Relationship Manager (RM); As a Customer Service Representative (CSR); Additionally as a Sales Representative / Business Development Representative (BDR); Your duties shall include: Travel consulting, booking (reservations), and post-travel management; Manage Retail, Walk-ins, Counter Sales, Corporate and Sub-agent customers; Interact with customers and respond to their inquiries in either the customer service, sales, or technical support space; Manage inbound and outbound calls, emails, and chat (including instant messaging); Manage and boost sales of the company; Attend sales calls, convert leads and follow up with customers. Preferred Qualifications Bachelor s degree and relevant diplomas in travel management courses; IATA Qualification / Certification is mandatory; 3+ years experience in IATA travel agency as a Travel Consultant; Experience and Training at Airport reservation counters is a plus; Certification from other travel associations like TAFI, TAAI, ASTA, IATO, PATA and UFTAA is a plus; Diplomas and formal training in Customer Service is a plus. Preferred Skills Abilities:- As a Travel Consultant / Account Manager / Relationship Manager (RM) Flights Ticketing / Travel reservations for Domestic and International Flight bookings on CRS - Amadeus, Galileo and Sabre; Manage capping of various airlines; Airline Portals; Agent Portals; Group Bookings - via email and phone; Pre post flight management; No Show Reports Should have a thorough knowledge of: Airline pricing system - cabin classes, fare types, fare branding, fare classes, fare rules and fare basis; Ticketing process, fare and itinerary construction; Identifying building best travel routes; Visa and special requirements for certain routes; Reinsurance and cancellation - penalties, refunds and procedure; Flight Add-on reservations like meals, seats, baggage and others Class upgrades; Airline frequent flyer programs - miles and tier systems; IATA and BSP procedures; Steps to be taken to avoid any Debit Notes and ADMs as per airline, IATA and suppliercregulations; Group booking process; Airline equipment (A380 vs A350 - pros and cons); Handling web check-in. Hotels Travel reservations for Domestic and International Hotel bookings; Identify customer preferences and travel purpose and suggest appropriate hotels; Procedures for cancellation, date change, passenger name change, etc. Handling of any special requests made by customers. Holidays Understanding of world geography, regions, areas, continents and countries. Understanding of weather and seasons of different regions worldwide. Co-ordinate with DMCs and handle outbound travel FIT tours Mice tours Group tours Visa Travel Insurance Understanding of VISA types and requirements by country Understanding of VISA application procedures and regulations for major countries in the world Forex (B2B B2C) Understanding of buy, sell spot prices. Understanding of various forex instruments - traveller checks, forex cards and cash currency - their rate differences, pros and cons. Other Products Airport transfers, tours and activities, Cars (Limo / Taxi), Car rentals, Rail / Train, Bus, Cruises, etc. Other concierge services booking and reservations Chartered flights booking and reservations As a Customer Service Representative Fluent in written and spoken English; Fluent in speaking Hindi; Fluency in speaking any additional language is a plus; Proficient with computers and software such as Microsoft Office; Proficient in customer support systems and procedures: ticket / case generation and step-by-step resolution; Proficient in call centre systems and setups; Should have excellent email drafting skills; Should have excellent interpersonal skills; Exemplary customer service skills; Should be quick in understanding customer s problems and identifying possible solutions; Ability to handle demanding customers with patience and professionalism; Ability to handle angry, unhappy, misbehaving, offending customers tactfully. (At Aertrip, no employees is expected to give up on their dignity); Read from a dynamic prepared script that applies to the situation at hand; Adjust scripts as necessary to target the individual interests of clients; Collect customer information pertinent to business objectives, such as name, address, demographic and financial information As a sales executive Manage Retail, Walk-ins, Counter Sales, Corporate and Sub-agent customers; Manage inbound and outbound calls and emails; Convey the benefits of Aertrip to customers and persuade them; Generate leads via networking and convert them to members; Create and maintain a rapport with all clients via phone and regular visits, a clean conduct and reputable and responsible service offering; Have great negotiation skills with suppliers and customer; Good at administrative procedures - understanding of client billing, ledgers, and outstanding following up on payments; Travel Auditing. As a team Player Thrive in a variable and demanding start-up environment; Co-ordinate with internal employees; Display courteous and professional attitude; Take initiative; Learning and adapt quickly; Maintain a positive attitude; Willingness to work in shifts.

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