Senior Executive Business Operations

As a Business Operations professional in the travel industry, you will be responsible for various tasks to ensure smooth operations and customer satisfaction. Your main responsibilities will include: - Handling inbound and outbound calls from guests, assisting them with their queries within the defined Turnaround Time (TAT). - Responding to guest emails and feedback promptly within agreed TATs. - Clearing backend cases, processing failure requests, and maintaining relationships with frequent bookers and travel coordinator teams. - Adhering to set Service Level Agreements (SLAs) at all times and escalating calls when necessary. - Sorting day-to-day queries, facilitating ticket cancellations, re-issuances, and issuances with a high level of customer service. - Providing process guidance to Team Leaders as required, updating reports regularly, and identifying areas for automation. - Assisting with the development of process improvement strategies and analyzing effective methods to enhance team/process efficiency. - Identifying clients" needs and suggesting suitable travel options, especially for B2B clients. - Handling bookings in Online Booking Tools, making reservations, and ticketing for B2B clients. - Being flexible to work in shifts, including after-hours if required due to business needs. Qualifications required for this role include: - Experience in B2B (Agency or Corporate) client management in the travel industry. - Excellent team working skills with good communication abilities. - Proficiency in English and Hindi; knowledge of additional languages is an advantage. - Knowledge and understanding of Travel Technology, including computer reservation systems (CRS), GDS systems like Amadeus and Galileo. - Exemplary customer service skills with the ability to present, persuade, and communicate effectively. - Familiarity with Visa, Train/Bus Cabs Administration, Packages, IATA certification is an added advantage. - Ability to maintain relationships with clients by providing support, information, and guidance. To excel in this role, you should possess knowledge of GDS systems, experience in client management, and teamwork skills. Previous work experience in the travel industry, such as OTA's, B2B/B2C consolidators, or Airlines, will be beneficial.,