Travel Industry Expert

4 weeks ago

Mumbai, Maharashtra, India ADVITO Full time

About the Role

We are seeking a highly skilled and experienced Team Leader to join our team in Mumbai, India. As a Team Leader, you will be responsible for managing a team of travel consultants, providing exceptional customer service, and ensuring the delivery of high-quality travel arrangements.

Key Responsibilities

  • Manage a team of travel consultants, providing guidance and support to ensure excellent customer service and high-quality travel arrangements.
  • Develop and implement strategies to improve team performance, productivity, and customer satisfaction.
  • Provide proactive travel consultation and handle incoming requests via multiple channels, including phone and email.
  • Review team issues, determine root causes, and provide feedback to individuals and the team.
  • Perform according to contractually agreed SLA and proactively provide feedback to management to avoid future customer issues.
  • Identify errors and report, and inspire the team to uphold a high standard of service excellence.
  • Book reservations for air travel, hotel, and car rentals with accuracy as and when required.
  • Handle travel arrangements with complete confidentiality and offer high-touch services.
  • Arrange innovative and creative special services as requested by clients.
  • Solve problems on the spot using various tools and expert communication skills.
  • Own problems throughout the lifecycle of the issue and be available to respond as necessary.
  • Make independent decisions under difficult situations.
  • Work in a self-directed environment as well as be a team player.
  • Maintain and seek expansion of current knowledge and have a growth mindset.
  • Achieve individual and contractual service level goals related to telephone, quality, and productivity.
  • Maintain client profiles, ensuring special requests and reward program information are included.
  • Ensure optimum customer service through effective use of phone systems and positive telephone service techniques and email etiquettes.
  • Know and properly use airline terminology, codes, fare basis, airline rules, and tariffs, resource guides, and industry contacts.
  • Remain informed of all airline rules and regulations and current affairs.
  • Communicate information to clients accurately and appropriately.

About You

We are looking for a highly experienced and skilled Team Leader with a strong background in travel management. The ideal candidate will have 5-7 years of relevant work experience and a proven track record of delivering high-quality travel arrangements and exceptional customer service.

About Us

We are a market leader in travel management, helping people and companies travel smart and achieve more. We operate in over 100 countries and have a team of over 10,000 people. We are committed to sustainability and driving success for our customers, our business, and ourselves.

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