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 (e.g., MyEagle) 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
What We Believe In
Our culture is rooted in values that guide every interaction with customers, partners, and each other:
- Passion: We bring energy, ownership, and love for what we do.
- Honesty: Were sincere, transparent, and own our mistakes.
- Courage: We speak up, take smart risks, and face challenges head-on.
- Perseverance: We stay committed and never give up.
- Excellence: We aim for the best every task, every time.
- Responsibility: We take full ownership and deliver on our promises.
- Wisdom: We stay informed, ask questions, and think deeply.
- Objectivity: Were fair, unbiased, and purpose-driven.
- Creativity: We think differently and find smart, simple solution
Skills: airline,knowledge of airline fare structures,written communication,upselling,crm management,travel,customer service,verbal communication,negotiation,international voice process,gds platforms (amadeus, sabre, galileo),sales,objection handling
