Travel Consultant - Contact Center
Mumbai, IndiaFull-timeEntry · 1-3 years
About this role
About Tripjack
TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!
We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.
With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.
Role: Travel Consultant - Contact Center
Location: Lower Parel, Mumbai
Experience: 1 - 3 years
Education: Graduate
Job Summary:
We are looking for a customer-focused Travel Consultant – Contact Center to provide exceptional support to travel agents and customers for flight bookings, ticketing, amendments, cancellations, refunds, and travel-related queries. The ideal candidate should possess strong communication skills, a problem-solving mindset, and a good understanding of airline reservation systems and travel operations. The role requires delivering timely resolutions, maintaining service quality standards, and ensuring a seamless customer experience across all interactions.
Job Responsibilities:
- Handle inbound and outbound calls, emails, and chats from travel agent partners regarding domestic and international travel bookings.
- Assist with flight bookings, itinerary modifications, cancellations, refunds, reissues, and schedule changes.
- Resolve customer queries related to fares, baggage policies, airline regulations, ticket status, and travel documentation.
- Coordinate with airlines, consolidators, and internal teams to resolve booking-related issues efficiently.
- Manage voluntary and involuntary changes resulting from airline schedule changes, cancellations, delays, or operational disruptions.
- Provide accurate information on airline fare rules, penalties, refund eligibility, and ticket validity.
- Ensure timely resolution of customer requests while meeting defined Service Level Agreements (SLAs) and Turnaround Times (TATs).
- Escalate complex cases to the relevant internal teams and ensure timely follow-up until resolution.
- Maintain accurate records of customer interactions and transactions in CRM and internal systems.
- Keep updated with airline policies, industry regulations, and TripJack products and services.
- Deliver a high level of customer satisfaction by providing professional, courteous, and solution-oriented support.
- Collaborate with ticketing, refunds, operations, and quality teams to improve service delivery.
Required Skills & Qualifications:
- 1–3 years of experience in the travel industry, preferably in a Contact Center or Customer Support environment,IATA Freshers can apply .
- Good knowledge of domestic and international air ticketing processes.
- Strong understanding of airline fare rules, ticketing, refunds, cancellations, and schedule changes.
- Excellent verbal and written communication skills.
- Strong customer service, problem-solving, and conflict resolution abilities.
- Ability to multitask and work efficiently in a fast-paced environment.
- Willingness to work in rotational shifts and a 24×7 operational environment.