Travel Support Associate/ Sr. Travel Support Associate (Implant)

Company Overview:

ITILITE is a leading global brand in the Business Travel, Expense & Cards Management space.

Our mission is to help companies simplify their travel and expense processes, making it an enjoyable experience for employees. We operate on a B2B SaaS model, with a strong presence in India and the USA, serving over 500 customers.

We are a Series C-funded company, having raised over $45 million from Global Tier 1 VCs like Tiger Global, VY Capital, Greenoaks, and Z47 (Matrix Partners).

Key Responsibilities:

• Manage bookings for flights, hotels, buses, and trains as per customer requirement
• Handle trip requests by:
• Understanding customer requirements and identifying cost-effective and efficient travel options
• Confirming itinerary availability
• Finalizing travel arrangements and complete end to end bookings for customers
• Ensure all bookings comply with corporate travel policies
• Maintain accurate records of transactions and bookings
• Achieve performance goals including SLA compliance, TAT, quality, AHT, FCR %, escalations %, and cost efficiency
• Offer customer support for travel-related queries and concerns via calls, chats, and emails and in person requests
• Communicate with the internal employees and stakeholders in a timely manner and provide regular insights and VOC
• Provide regular reports to higher management on performance, achievements, and challenges

Eligibility Criteria:

Education

• Graduates from any discipline (Education in Travel and Tourism is an added advantage)

Experience

• Minimum 6 + months in travel industry with hands on experience on Flights bookings (International and Domestic) using GDS
• Expertise in GDS (Galileo or Sabre)
• Knowledge of visa requirements, passport regulations, and other travel documentation necessities to ensure customer’s travel bookings are made as per requirements
• Experience working as an implant is an added advantage.
• IATA certification is an added advantage

Skillset

• Expertise in GDS (Galileo or Sabre) working on Booking, Reschedule and Refunds processes
• Excellent verbal and written communication skills (Proficiency in English is mandatory). Knowledge of Tamil will be considered a plus
• Strong customer service orientation to address inquiries effectively via calls, chats, and emails
• Ability to engage professionally with corporate clients, vendors, and internal teams
• Strong logical thinking and reasoning skills for problem-solving
• Proficient in using system tools such as MS Office and G Suite

Flexibility, Adaptability and Analytical ability

• Willingness to work in rotational shifts based on business requirements
• Strong organizational skills to handle multiple bookings and prioritize tasks efficiently
• Ability to adapt to changing business needs and requirements
• Understanding of budgetary constraints and cost-saving measures in corporate travel
• Analytical mindset to assess situations and provide effective solutions
• Proactive approach to anticipating and addressing potential problems

Work Schedule:

• 24-day work month with alternating 6-day workweeks
• General shift 9:30 AM - 6:30 PM (Flexibility required and shift may change based on business requirement)