Helpdesk Executive

This position plays a pivotal role in ensuring seamless business travel experiences for employees and senior stakeholders. As the first point of contact, you will be responsible for handling a broad range of travel, administrative, and employee support queries.

The role goes beyond travel coordination—covering assistance with visa documentation, car lease queries, club memberships, billing follow-ups, and support for other Facilities & Corporate Services (F&CS) related tasks. You will work closely with internal teams, employees, and external vendors to provide timely support and deliver a consistently high level of service.

**Key Responsibilities**:

- **Customer Service Excellence**:

- Demonstrate empathy, patience, and professionalism in all interactions to ensure the highest level of customer satisfaction.
- ** Travel & Visa Coordination**:

- Assist with travel bookings including flights, accommodations, ground transport, and travel insurance.
- Coordinate with the TMC partner to secure reservations, confirmations, and handle special requests.
- Provide assistance with visa-related documentation such as invitation letters and travel support letters, liaising with employees and the Visa team.
- Coordinate pickups/drop-offs through Ola, Uber, and similar transport services.
- ** F&CS Support - Car Lease, Club Membership & Admin Tasks**:

- Address and route queries related to company car lease programs and manage communications with leasing partners.
- Assist in processing new or renewal requests for corporate club memberships.
- Support additional helpdesk responsibilities, including issuing standard letters, resolving helpdesk tickets, and following up on approvals.
- ** Escalation Management**:

- Manage complaints and escalations by collaborating with internal teams and external vendors to provide timely resolutions.
- Ensure all escalations are logged, tracked, and closed with proper documentation and client satisfaction.
- ** Billing & Invoice Coordination**:

- Assist with processing and tracking invoices, with basic understanding of payment clearance processes.
- Coordinate with Finance and vendors to resolve billing or payment-related queries.
- Ensure timely submission and follow-ups of payment advice confirmations.
- ** Excel Reporting & Record Maintenance**:

- Prepare and manage travel and expense reports using Excel.
- Maintain accurate logs of bookings, escalations, billing issues, and support queries for reporting and audit purposes.
- ** HR & Internal Coordination**:

- Liaise with HR and other departments to organize employee travel aligned with internal policies.
- Support travel logistics for events, offsites, leadership meetings, and training sessions.

**Preferred Experience and Education**:

- ** Customer Service Experience**: Prior experience in travel, hospitality, or helpdesk roles with a service-oriented mindset.
- ** Geographic & Industry Knowledge**: Understanding of travel routes, airlines, visa processes, hotels, car rentals, and transport aggregators.
- ** Escalation Handling**: Ability to manage sensitive issues with professionalism, patience, and solution-oriented thinking.
- ** Excel Proficiency**: Strong working knowledge of Excel for maintaining logs, preparing reports, and data analysis.
- ** Billing & Invoice Support**: Basic understanding of invoice processing and coordinating with Finance teams for payment clearance.
- ** Administrative Agility**: Comfortable managing online travel tools and helpdesk systems for day-to-day operations.
- ** Strong Communication**: Excellent written and verbal skills to communicate clearly with stakeholders and vendors.
- ** Organizational Skills**: Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.