Follow-Up Executive / Customer Service Executive

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 - [email protected]

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