Our Group Operations Division has opportunities in our OneTeam for Travelstart+ Concierge Agents ! (These roles are planned to be based in Hyderabad - India and support a 24/7 operational schedule ) About the Role As a Travelstart+ Concierge Agent, you'll be the first point of contact for our valued VIP customers. Your passion for travel and exceptional customer service will shine through as you provide personalised assistance and create unforgettable travel experiences. You'll be responsible for handling a variety of tasks, from answering general inquiries to complex ticketing issues, all while ensuring the highest level of customer satisfaction. Key Responsibilities Attend to every enquiry coming through on TS+ App platform timeously, and within SLA. Provide basic app support, Q&A and perks of benefits. Ensure First Contact Resolution is attempted on every interaction, should call backs be arranged ensure set time is adhered to, manage own call backs. Handover at end of every shift, including call backs to ensure any concierge agent is able to pick up where you left off. Work with counterparts to ensure enquiry turnaround time SLA is met. Ensure service provided is in a standard that is professional, meets quality criteria. Maintain good NPS and ACS scores through compliments. Maintain use of 'best practices' policies and procedures. Strive to deliver the highest standard of customer service and work output. Responsible for offering and selling additional Travelstart products and 3rd Party products with every booking. Accurate completion of all new bookings and issuance, invoicing, date change quotations, refund quotations, schedule changes and all other administrative responsibilities within expected timeframe. Other duties are consistent and within the scope of the position. Skills and Qualifications: Excellent communication skills: Strong verbal and written communication skills in English. Proficient in GDS: Solid working knowledge of Amadeus or a similar GDS. Customer-oriented mindset: Passion for delivering exceptional customer service. Problem-solving abilities: Ability to think critically and find solutions to challenges. Attention to detail: Meticulous approach to tasks and accuracy. Time management skills: Ability to prioritise tasks and meet deadlines. Teamwork: Collaborative approach to working with colleagues. Personal Attributes: Passion for travel: Enthusiasm for exploring new destinations and cultures. Positive attitude: Optimistic and enthusiastic approach to work. Adaptability: Ability to thrive in a fast-paced and dynamic environment. Professionalism: Maintains a high level of professionalism in all interactions. About the Team The TS+ Team within One Team supports the VIP services within the Group Travel Operations Division by supporting first-contact resolution for TS+ members.
Our Group Operations Division has opportunities in our OneTeam for Travelstart+ Concierge Agents ! (These roles are planned to be based in Hyderabad - India and support a 24/7 operational schedule ) About the Role As a Travelstart+ Concierge Agent, you'll be the first point of contact for our valued VIP customers. Your passion for travel and exceptional customer service will shine through as you provide personalised assistance and create unforgettable travel experiences. You'll be responsible for handling a variety of tasks, from answering general inquiries to complex ticketing issues, all while ensuring the highest level of customer satisfaction. Key Responsibilities Attend to every enquiry coming through on TS+ App platform timeously, and within SLA. Provide basic app support, Q&A and perks of benefits. Ensure First Contact Resolution is attempted on every interaction, should call backs be arranged ensure set time is adhered to, manage own call backs. Handover at end of every shift, including call backs to ensure any concierge agent is able to pick up where you left off. Work with counterparts to ensure enquiry turnaround time SLA is met. Ensure service provided is in a standard that is professional, meets quality criteria. Maintain good NPS and ACS scores through compliments. Maintain use of 'best practices' policies and procedures. Strive to deliver the highest standard of customer service and work output. Responsible for offering and selling additional Travelstart products and 3rd Party products with every booking. Accurate completion of all new bookings and issuance, invoicing, date change quotations, refund quotations, schedule changes and all other administrative responsibilities within expected timeframe. Other duties are consistent and within the scope of the position. Skills and Qualifications: Excellent communication skills: Strong verbal and written communication skills in English. Proficient in GDS: Solid working knowledge of Amadeus or a similar GDS. Customer-oriented mindset: Passion for delivering exceptional customer service. Problem-solving abilities: Ability to think critically and find solutions to challenges. Attention to detail: Meticulous approach to tasks and accuracy. Time management skills: Ability to prioritise tasks and meet deadlines. Teamwork: Collaborative approach to working with colleagues. Personal Attributes: Passion for travel: Enthusiasm for exploring new destinations and cultures. Positive attitude: Optimistic and enthusiastic approach to work. Adaptability: Ability to thrive in a fast-paced and dynamic environment. Professionalism: Maintains a high level of professionalism in all interactions. About the Team The TS+ Team within One Team supports the VIP services within the Group Travel Operations Division by supporting first-contact resolution for TS+ members.
Our Group Operations Division is looking for additional Travel Operations Agents for the Customer Support Team , which is known as One Team! (These roles are planned to be based in Hyderabad - India ) About the Role The Travel Operations Agent serves as the first point of contact for customers, addressing queries via telephonic and written channels. The role focuses on achieving first-contact resolution for issues such as ticketing, booking changes, cancellations, schedule adjustments, and other travel-related inquiries via telephone, email and chat functions. This position requires delivering exceptional customer service, maintaining high-quality standards, and ensuring error-free task completion. Key Responsibilities: Customer Experience: Resolve customer queries through various channels within SLA. Collaborate with suppliers to offer the best solutions. Adhere to service quality and quantity standards. Quality Assurance: Meet team QA scorecard targets. Ensure accuracy in ticketing, amendments, cancellations, and fare rule compliance. Maintain and improve supplier relationships. Productivity: Action bookings in operations queues within SLA. Process payments and reissue tickets accurately. Error Management: Minimise errors by adhering to airline rules for domestic and international bookings. Ad Hoc Support: Assist with operational tasks as needed. Job Requirements: Qualification & Experience: At minimum High School completion , A-level or equivalent qualification. Relevant tertiary qualifications beneficial At least 2 years Customer Service Experience across multiple channels. At least 2 years of Travel Industry experience. Strong knowledge of fares, calculations, and Travelstart systems/policies. Proficiency in Amadeus or other GDS systems Personal Competencies: Attention to detail, accuracy, and diligence. Effective time management and multitasking abilities. Self-motivation with a proactive and adaptable approach. Strong teamwork and problem-solving skills This role is suited for a detail-orientated professional dedicated to delivering exceptional customer experiences while ensuring operational efficiency. About the team The One Team serves to support the Group Travel Operations, handling customer enquiries and interactions and any other task assigned to facilitate efficient service to our clients across multiple regions and brands in concluding the fulfilment and support of the purchased air travel supported in the In-house system called TCC.
Our Group Operations Division has an opportunit y for an Operations Processing Agent in the Processing Team! The vacancy is open to suitably experienced applicants within the Group Operations (This role is based at our office in Hyderabad ) About the Role As a Processing Operations Agent at Travelstart, you'll assist clients by providing solutions to various travel-related queries and issues, aiming for first-contact resolution. You will handle client interactions through multiple contact channels, process bookings, and ensure high-quality, error-free service delivery. Your role includes answering general inquiries, ticketing, booking changes, schedule changes, and cancellations, and coordinating with suppliers to deliver excellent customer service. Key Responsibilities: Customer Experience Address client inquiries across various channels within SLA. Resolve issues with options that align with client needs and maintain strong supplier relationships. Deliver exceptional service to meet Travelstart's quality and quantity standards. Quality Assurance: Meet set QA scorecard targets and adhere to airline fare rules. Update bookings accurately, manage ticket reissues, and provide correct quotations. Productivity: Manage booking queues, process payments, and ensure contact volumes align with KPIs. Error Reduction: Minimize errors by adhering to airline rules and internal standards to avoid ADM issues. Ad-Hoc Support: Perform additional tasks within Operations as business needs arise. Role Requirements Experience: At least 2 years in the Travel Industry Customer Service experience across all contact channels Proficiency in Amadeus or another GDS In-depth understanding of Travelstart's products, policies, and back-office systems. Knowledge of ticketing processes. Qualifications: Amadeus expertise, including fare rule understanding and implementation Experience in implementing new processes within the travel industry Relevant Tertiary qualification (advantageous) Grade 12 or equivalentnt Knowledge and Skills: Software proficiency: MS Word, MS Excel, MS Outlook, MS PowerPoint, GSuite Excellent verbal and written communication skills Exceptional Customer Service Orientation Fluency in English (other languages would be beneficial) Solid Amadeus or similar GDS skills Functional Competency Requirements Data and Trend Analysis Procedural Adherence Problem Analysis Accuracy Travel Industry Best Practices MS Office and GSuite Quality and Detail Orientation Behavioural Competency Requirements Leadership skills Time Management Self-motivation Attention to detail Urgency Diligence Honesty Decision-making Team collaboration Motivation Strong Communication Skills Proactivity Confidence and Assertiveness Customer focus Innovation Adaptability Multitasking This role is ideal for a customer-focused, detail-oriented individual with a solid background in travel services, ready to deliver high-quality client support in a dynamic operations environment. About the Team The Processing Team serves to support the Group Travel Operations, assisting clients with travel-related queries, aiming for quick, first-contact resolution. Your role involves managing client interactions across various channels, handling ticketing, booking and schedule changes, cancellations, and coordinating with suppliers to ensure high-quality, error-free service.
Our Group Operations Division has an opportunit y for an Operations Processing Agent in the Processing Team! The vacancy is open to suitably experienced applicants within the Group Operations (This role is based at our office in Hyderabad ) About the Role As a Processing Operations Agent at Travelstart, you'll assist clients by providing solutions to various travel-related queries and issues, aiming for first-contact resolution. You will handle client interactions through multiple contact channels, process bookings, and ensure high-quality, error-free service delivery. Your role includes answering general inquiries, ticketing, booking changes, schedule changes, and cancellations, and coordinating with suppliers to deliver excellent customer service. Key Responsibilities: Customer Experience Address client inquiries across various channels within SLA. Resolve issues with options that align with client needs and maintain strong supplier relationships. Deliver exceptional service to meet Travelstart's quality and quantity standards. Quality Assurance: Meet set QA scorecard targets and adhere to airline fare rules. Update bookings accurately, manage ticket reissues, and provide correct quotations. Productivity: Manage booking queues, process payments, and ensure contact volumes align with KPIs. Error Reduction: Minimize errors by adhering to airline rules and internal standards to avoid ADM issues. Ad-Hoc Support: Perform additional tasks within Operations as business needs arise. Role Requirements Experience: At least 2 years in the Travel Industry Customer Service experience across all contact channels Proficiency in Amadeus or another GDS In-depth understanding of Travelstart's products, policies, and back-office systems. Knowledge of ticketing processes. Qualifications: Amadeus expertise, including fare rule understanding and implementation Experience in implementing new processes within the travel industry Relevant Tertiary qualification (advantageous) Grade 12 or equivalentnt Knowledge and Skills: Software proficiency: MS Word, MS Excel, MS Outlook, MS PowerPoint, GSuite Excellent verbal and written communication skills Exceptional Customer Service Orientation Fluency in English (other languages would be beneficial) Solid Amadeus or similar GDS skills Functional Competency Requirements Data and Trend Analysis Procedural Adherence Problem Analysis Accuracy Travel Industry Best Practices MS Office and GSuite Quality and Detail Orientation Behavioural Competency Requirements Leadership skills Time Management Self-motivation Attention to detail Urgency Diligence Honesty Decision-making Team collaboration Motivation Strong Communication Skills Proactivity Confidence and Assertiveness Customer focus Innovation Adaptability Multitasking This role is ideal for a customer-focused, detail-oriented individual with a solid background in travel services, ready to deliver high-quality client support in a dynamic operations environment. About the Team The Processing Team serves to support the Group Travel Operations, assisting clients with travel-related queries, aiming for quick, first-contact resolution. Your role involves managing client interactions across various channels, handling ticketing, booking and schedule changes, cancellations, and coordinating with suppliers to ensure high-quality, error-free service.
Our Group Operations Division is looking for additional Travel Operations Agents for the Customer Support Team , which is known as One Team! (These roles are planned to be based in Hyderabad - India ) About the Role The Travel Operations Agent serves as the first point of contact for customers, addressing queries via telephonic and written channels. The role focuses on achieving first-contact resolution for issues such as ticketing, booking changes, cancellations, schedule adjustments, and other travel-related inquiries via telephone, email and chat functions. This position requires delivering exceptional customer service, maintaining high-quality standards, and ensuring error-free task completion. Key Responsibilities: Customer Experience: Resolve customer queries through various channels within SLA. Collaborate with suppliers to offer the best solutions. Adhere to service quality and quantity standards. Quality Assurance: Meet team QA scorecard targets. Ensure accuracy in ticketing, amendments, cancellations, and fare rule compliance. Maintain and improve supplier relationships. Productivity: Action bookings in operations queues within SLA. Process payments and reissue tickets accurately. Error Management: Minimise errors by adhering to airline rules for domestic and international bookings. Ad Hoc Support: Assist with operational tasks as needed. Job Requirements: Qualification & Experience: At minimum High School completion , A-level or equivalent qualification. Relevant tertiary qualifications beneficial At least 2 years Customer Service Experience across multiple channels. At least 2 years of Travel Industry experience. Strong knowledge of fares, calculations, and Travelstart systems/policies. Proficiency in Amadeus or other GDS systems Personal Competencies: Attention to detail, accuracy, and diligence. Effective time management and multitasking abilities. Self-motivation with a proactive and adaptable approach. Strong teamwork and problem-solving skills This role is suited for a detail-orientated professional dedicated to delivering exceptional customer experiences while ensuring operational efficiency. About the team The One Team serves to support the Group Travel Operations, handling customer enquiries and interactions and any other task assigned to facilitate efficient service to our clients across multiple regions and brands in concluding the fulfilment and support of the purchased air travel supported in the In-house system called TCC.