Sr. Associate - Travel Desk

Job Description: You will be responsible for handling travel helpdesk queries from customers via Email, Ticketing System, or MS Teams. Your role will involve providing timely resolutions, proactive support, and personalized assistance to customers" pre-trip and post-trip enquiries. Additionally, you will assist in small group hotel accommodation bookings and act as a liaison between stakeholders and travel partners. It will be your duty to enforce travel policy compliance, educate travelers on the online booking tool, and maintain accurate records of all service requests and tasks in the ticketing system. Monitoring KPIs such as response time, customer satisfaction, and policy compliance will also be part of your responsibilities. Furthermore, you will maintain a knowledge base of common issues and solutions for future reference. Key Responsibilities: - Respond to help desk requests and provide timely resolutions via Email, Ticketing System, or MS Teams - Deliver proactive, empathetic, and personalized support to customers" queries and complaints - Assist in small group hotel accommodation bookings - Act as a single point of contact for query handling and liaising between stakeholders and travel partners - Work closely with the strategic sourcing manager for rate negotiation and vendor partnership - Enforce travel policy compliance and educate travelers on the online booking tool - Ensure timely and accurate completion of all service requests and tasks - Maintain accurate records of incidents, service requests, and resolutions in the ticketing system - Monitor KPIs such as response time, customer satisfaction, policy compliance, resolution time, etc. - Maintain a knowledge base of common issues and solutions for future reference Qualifications: - Excellent communication and interpersonal skills - Strong problem-solving abilities - Detail-oriented with high accuracy - Knowledge of geography and travel industry trends - Proficiency in travel booking systems and technology, especially Concur Travel - Ability to work under pressure and meet deadlines Additional Requirements: You should have knowledge of PR-to-PO processes, handling purchase requisitions in ERP, status checks, and adherence to procurement policy checklist. Staying up-to-date with the latest travel technology trends, tools, and techniques is essential to provide efficient and effective support.,